AMSTAR DMC | Cancún, Quintana Roo

AMSTAR DMC, a leading travel company in the tourism industry, is looking for a Customer Service Contact Agent to join our team in Cancún.

Position Objective
Provide timely and professional customer support, ensuring a high-quality service experience through the effective use of company platforms, tools, and processes.

Key Responsibilities
• Deliver exceptional customer service to internal and external clients through multiple communication channels, including phone, email, chat, and WhatsApp, assisting with transportation and excursion-related products and services.
• Proactively monitor, follow up, and resolve reservation issues, ensuring customer satisfaction while meeting quality KPIs and service standards.
• Actively listen to customers and professionally handle inquiries, concerns, complaints, and claims, providing effective solutions aligned with company policies and guidelines.
• Manage post-service cases, coordinate investigations with relevant departments, accurately document information in internal systems (e.g., Resrap), and escalate cases when necessary.
• Process and load prepaid services, excursions, and special reservations, coordinating confirmations with local destination teams and ensuring service commitments are fulfilled.
• Support operational DMC teams across different destinations by reconfirming transportation and excursion services through established communication channels.
• Handle reservation-related accounting inquiries, ensuring compliance with internal controls and accurate financial records.




• Maintain a strong understanding of products and services to provide accurate information and efficient solutions.
• Collaborate with cross-functional teams to ensure smooth and efficient operations while meeting service objectives.
• Strictly comply with operational procedures, internal policies, compensation guidelines, and quality standards.
• Identify opportunities for continuous improvement in processes and customer experience.
• Demonstrate commitment to HYATT's values, promoting a culture of service excellence, integrity, and teamwork.
• Perform additional duties as assigned based on business needs.
Requirements
• High school diploma required; Bachelor's degree in Tourism, Business Administration, Hospitality, or a related field preferred.
• 1–2 years of experience in customer service, reservations, or a call center environment (preferably within tourism or hospitality).
• Experience managing reservations and booking platforms.
• Proven ability to provide support through multiple channels (phone, email, chat, messaging platforms).
• Experience handling complaints and resolving customer issues.
• Advanced English proficiency (minimum 80% conversational). Additional languages are a plus.
• Proficient in Microsoft Office 365 (Word, Excel, Outlook).
• Experience with CRM systems, case management tools,



and reservation platforms.
• Ability to work with multiple systems simultaneously while maintaining a high level of accuracy.
• Knowledge of SLAs, service standards, and compensation policies is desirable.

Key Competencies
• Customer focus and service excellence.
• Strong communication, empathy, and active listening skills.
• Problem-solving and decision-making abilities.
• Ability to work under pressure and manage multiple tasks effectively.
• Teamwork and collaboration.
• Proactive mindset, adaptability, and continuous learning.
• Professionalism and confidentiality.

Additional Requirements
• Availability to work rotating shifts, weekends, and holidays.
• Flexibility to adapt to operational needs.
• Customer service, tourism, or hospitality certifications are a plus.
• Strong commitment to organizational values.

What We Offer
• Monthly Gross Salary: MXN $16,640
• Benefits above those required by law
• Life insurance
• Ongoing training and development opportunities
• Excellent work environment
• Long-term career stability with a leading tourism company}

Interested?

Apply today and attach your updated resume. We look forward to meeting you!

'We care for people so they can be their best.' – Hyatt
.

-Requerimientos- Educación mínima: Educación media superior -Bachillerato General
1 año de experiencia
Idiomas: Inglés
Edad: entre 20 y 35 años
Palabras fundamental: servicio, service, demostrador, feriante, viajante, agent, representative, agente, representante

📌 Customer Service Contact Agent (Chetumal)
🏢 AMSTAR OPERACIONES DMC MX
📍 Chetumal