Bilingual Travel Agent (Spanish) - Spotnana Trained

About the Role

MCI is a rapidly growing tech-enabled business services company with a strong call center presence across multiple countries. We specialize in Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions, serving industries such as healthcare, retail, government, education, telecom, technology, e-commerce, and financial services. Our contact centers utilize both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability, and reduce costs. We are committed to fostering an environment where professionals can build meaningful careers, access continuous learning opportunities, and contribute to the success of a globally expanding organization.

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 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 professionally and promptly.
• 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.

Qualifications

• 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.

What Success Looks Like

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. Previous hands-on experience with the Spotnana travel platform is a requirement for this position.

Note: This is an onsite position in Wichita, KS. Candidates must be authorized to work in the United States and be willing to submit to a background investigation and drug screening.