Bilingual Travel Agent (Spanish) - Spotnana Trained
About the role
MCI is seeking an experienced and customer-focused Bilingual Travel Agent with strong Spanish and English communication skills to join our team in an onsite BPO/contact center environment. The ideal candidate will have at least 2 years of travel industry experience, along with proven hands-on experience using the Spotnana travel platform.
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.
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.
- Experience supporting business or corporate travel is advantageous.
- 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.
Qualifications
Success in this role means providing travelers with accurate, efficient and professional support throughout their travel journey. You will use your travel industry knowledge, bilingual communication skills and Spotnana platform experience to manage reservations effectively and deliver a positive customer experience.
Skills
The ideal candidate will possess strong customer service and communication skills, excellent attention to detail and accuracy, and strong problem-solving and decision-making skills.
Working Conditions
This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.
The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.