Contact Center Agent (Hotel Reservations & Sales), Remote Colombia

About Us

Thinkin is a Roiback company, part of HBX Group, one of the world’s leading B2B travel technology ecosystems. We combine technology, data, and expertise to deliver innovative solutions that help travel businesses succeed.

Job Summary

We are seeking a customer-focused and sales-driven Contact Center Agent to join our hospitality team. In this role, you will handle inbound customer interactions across phone, email, and digital channels, providing exceptional service while maximizing hotel reservation sales opportunities.

The ideal candidate will excel at identifying guest needs, promoting hotel products and services, and delivering a seamless customer experience that enhances brand loyalty and revenue growth.

Job Responsibilities

• Manage a high volume of inbound customer calls in a professional, timely, and courteous manner.
• Identify customer needs by gathering relevant information, clarifying stay requirements, and providing tailored recommendations and solutions.
• Drive reservation sales through effective upselling and cross-selling of hotel products, services, room categories, and packages.
• Achieve individual and team sales, quality, and performance targets while maintaining exceptional customer satisfaction.
• Provide accurate and up-to-date information regarding hotel offerings, amenities, policies, pricing, and promotions.
• Represent and protect the hotel brand by delivering consistent, high-quality customer interactions.
• Follow established contact center procedures, scripts, training guidelines, and quality standards.
• Accurately document customer interactions, reservations, inquiries, and follow-up actions within CRM and booking systems.
• Respond to email inquiries and assist with multi-channel customer communications, including voice, chat, and ticketing platforms.
• Escalate or route calls and inquiries to appropriate departments when necessary.
• Identify and report system, booking engine, telephony, or product-related issues to the relevant support teams.

Required Skills & Experience

Core Skills

• Strong sales acumen with proven negotiation, persuasion, and relationship-building skills.
• Goal-oriented mindset with the ability to consistently achieve or exceed sales and performance targets.
• Ability to quickly assess traveler preferences, accommodation requirements, and budget considerations to recommend suitable products and services.
• Skilled at addressing customer objections related to pricing, room types, hotel policies, and availability through value-focused selling techniques.
• Strong customer service orientation with empathy and the ability to adapt communication styles to different customer profiles.
• Excellent multitasking, problem-solving, and time-management abilities in a fast-paced environment.
• Ability to prioritize competing tasks while maintaining attention to detail and service quality.
• Strong listening skills and the ability to maintain engaging conversations while accurately documenting customer information.
• Excellent verbal and written communication skills with a professional and brand-aligned customer approach.
• Advanced-level proficiency or C1/C2 fluency in at least two business languages.

Technical Skills

• Experience using Customer Relationship Management (CRM) systems and customer interaction platforms.
• Proficiency with call handling, call logging, and contact center software tools.
• Ability to quickly learn and efficiently navigate hotel reservation systems and booking engines.
• Strong working knowledge of Google Workspace (Gmail, Drive, Docs, Sheets) and Microsoft Office Suite (Excel, Word, Outlook).
• Experience managing multiple systems, screens, and communication channels simultaneously while maintaining data accuracy.
• Ability to handle voice, email, live chat, and ticketing workflows effectively.
• Basic troubleshooting skills for telephony and system connectivity issues, with the ability to identify and escalate technical problems appropriately.

Highly considered qualifications

• Previous experience in a contact center, reservations, hospitality, hotel sales, or customer service environment.
• Experience meeting sales quotas, conversion goals, or revenue targets.
• Knowledge of hospitality industry standards, hotel operations, and guest service best practices.
• Familiarity with reservation management systems and hotel booking platforms.

At HBX Group, we believe that diversity drives innovation and makes travel a force for good.

We're committed to creating an inclusive workplace where everyone feels valued and

respected, embracing different backgrounds, perspectives and talents. Join us and be part

of a team where diversity and equal opportunities really do make a difference.