**Location**: Mexico City
**Job Summary**:
The On-Site Support Specialist works directly with our airline client at their office, assisting with hotel and ground transportation bookings, fostering strong relationships with our railway partner, and ensuring high-quality customer service. The role focuses on delivering professional, courteous, and efficient support to our valued clients.
**Key Responsibilities**:
- Act as the primary on-site liaison between the companyand the airline, offering support, guidance, and training.
- Handle client requests through the company's Operations system, assessing all customer needs and ensuring responses are accurate, timely, and professional.
- Follow up on all requests to ensure complete execution and high customer satisfaction.
- Notify the supervisor of critical issues that may require management intervention to prevent potential problems.
- Negotiate with vendors (hotels, ground transportation, etc.) to secure the best outcomes for both the client and the company
- Resolve client disputes calmly and professionally, offering solutions based on factual information.
- Adapt to irregular operations (IROPS), including adjusting to flight schedule changes and unforeseen situations, and working extra hours or being "on call" when necessary.




- Learn and maintain expertise in company’s call center methodologies and reservation systems to provide the best service.
**Desired Skills and Qualifications**:
- Knowledge of crew scheduling is a plus.
- Experience with GDS, hotel, or airline reservation systems is preferred but not required.
- Strong interpersonal and communication skills.
- Ability to thrive in a fast-paced environment.
- Professional phone etiquette and excellent writing skills.
- Proficiency with computer systems and ability to multitask effectively.
- Detail-oriented with excellent organizational skills.
- Flexible schedule, with availability for weekends and holidays.
- Willingness to work overtime if needed.
- Proficiency in a second language is a bonus.
**Position Type and Hours**:
This is a full-time position. A versátil schedule is required, including availability for weekends and holidays. The standard workweek is 40 hours, with a 30-minute lunch break each day.
**Required Experience**:
- Experience presenting in client-facing situations.
- Background in customer service is an advantage.
- Experience in the airline, hotel, or travel industries is a plus.
**Salary**: MXN 20,000 per month
Pay: $19,000.00 - $20,000.00 per month
Work Location: In person

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