Spanish Travel Advisor (Spotnana Platform Experience)

MCI Careers•Las Cruces, NM

89d•Onsite

About The Position

MCI is a rapidly growing tech-enabled business services company in the USA, with a significant call center presence and operations in multiple countries. We offer Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across various industries including healthcare, retail, government, education, telecom, technology, e-commerce, and financial services. Our contact centers utilize both on-site and remote agents, employing advanced technologies to improve customer journeys, enhance scalability, and reduce costs. MCI is dedicated to cultivating an environment where professionals can build lasting careers, access ongoing learning and development, and contribute to a globally expanding, industry-leading organization. We are looking for an experienced and customer-oriented Bilingual Travel Advisor with excellent Spanish and English communication skills to join our onsite BPO/contact center team. The ideal candidate will possess at least two years of experience in the travel industry and demonstrated hands-on experience with the Spotnana travel platform. In this role, you will support travelers in planning, booking, and managing their travel arrangements, providing professional and efficient customer service. You will utilize the Spotnana platform to assist travelers throughout the booking and servicing process, including making reservations, managing itineraries, and handling modifications or cancellations. Prior hands-on experience with the Spotnana platform is a mandatory requirement for this position. To be considered, candidates must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Requirements

At least 2 years of experience in the travel industry.
Proven hands-on experience using the Spotnana travel platform.
Fluency in Spanish and English, both written and spoken.
Strong knowledge of travel reservations and booking processes.
Experience handling itinerary changes, cancellations, exchanges and rebookings.
Knowledge of air travel, hotels, car rentals and/or rail travel.
Experience working with travel technology, online booking platforms or travel reservation systems.
Strong customer service and communication skills.
Excellent attention to detail and accuracy when managing bookings and traveler information.
Strong problem-solving and decision-making skills.
Ability to work effectively in a high-volume BPO/contact center environment.
Ability to manage multiple requests while maintaining a high standard of service.
Comfortable working onsite in a structured and customer-focused environment.
Must be authorized to work in the country where the job is based.
Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.
Must be willing to submit to drug screening.

Nice To Haves

Experience supporting business or corporate travel is advantageous.

Responsibilities

Assist travelers with planning, booking and managing business and leisure travel arrangements.
Use the Spotnana travel platform to search, book and service air, hotel, car and rail travel.
Manage new and existing reservations accurately and efficiently.
Make itinerary changes, cancellations, exchanges and rebookings as required.
Review traveler profiles, preferences and applicable travel policies when making reservations.
Identify suitable travel options based on traveler requirements, preferences and available travel inventory.
Provide accurate information regarding itineraries, fares, travel arrangements, changes and cancellations.
Assist travelers with schedule changes, travel disruptions and other travel-related issues.
Respond to customer inquiries and provide appropriate travel solutions in a professional and timely manner.
Maintain accurate traveler and reservation information within the Spotnana platform.
Follow established travel policies, procedures and service standards.
Resolve customer concerns efficiently while maintaining a high level of customer service.
Escalate complex or exceptional travel-related issues when appropriate.
Manage multiple customer requests in a fast-paced, high-volume BPO/contact center environment.
Meet established quality, productivity and customer service standards.