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 highquality 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 excursionrelated 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 postservice 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 reservationrelated 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 crossfunctional 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 HYATTs values, promoting a culture of service excellence, integrity, and teamwork.
Perform additional duties as assigned based on business needs.
Requirements
High school diploma required Bachelors degree in Tourism, Business Administration, Hospitality, or a related field preferred.
12 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.
Problemsolving and decisionmaking 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
Longterm 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

Bolsa de trabajo México ofrecemos puesto de Customer Service Contact Agent para el sector de Hosteleria Turismo en la empresa AMSTAR OPERACIONES DMC MX de Benito Juárez. Salario acorde a tu experiencia y al salario medio del sector. Actualiza ahora tu currículum vitae y postúlate a este empleo. Tipo de empleo Jornada completa.

📌 Customer Service Contact Agent Rotating Shifts (Benito Juárez)
🏢 AMSTAR OPERACIONES DMC MX
📍 Benito Juárez