Bilingual Travel Agent (Spanish) - Spotnana Trained

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability, and reduce costs.

We are 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.

About the role

In this role, you will assist travelers with planning, booking, and managing their travel arrangements while providing professional and efficient customer service. You will use the Spotnana platform to support travelers throughout the booking and servicing process, including making reservations, managing itineraries, and handling changes or cancellations. Previous hands-on experience with the Spotnana platform is required for this position.

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.

About MCI

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.

MCI is the holding company for a diverse lineup of tech-enabled business services operating companies, including Automated Contact Center Solutions (ACCS), customer contact management, IT Services, Temporary and Administrative Professional Staffing, Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services.

MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

Conditions of Employment

• Must be authorized to work in the country where the job is based.
• Must be willing to submit to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results (does not apply in Canada).

Physical Requirements

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.