Contact Centre Executive - Egypt
HBX Group is the world’s leading technology partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality. We’re headquartered in Palma, Mallorca and employ around 3,500 people worldwide.
JOB DESCRIPTION:
About Us
HBX Group is a leading B2B ecosystem player in the TravelTech space, connecting and empowering businesses in the ever‑evolving world of travel. We drive growth for our clients and partners while removing friction from the end‑to‑end travel experience. Our cloud‑based technology platforms offer fast and reliable access to a unique portfolio of travel products and services, while rich data and intelligence seamlessly connect supply and demand worldwide.
With more than 3,000 experts across the globe, including specialists on the ground, we provide deep market insight and hands‑on support, particularly in hard‑to‑reach segments. This unique combination of technology, data, and passionate people enables businesses to unlock their full potential in the travel industry.
HBX Group comprises four best‑in‑class B2B brands serving a diverse client base across 190+ global markets.
Job Summary
We are seeking a customer‑focused and detail‑oriented Operations Support Specialist to provide booking‑related operational assistance to Hotelbeds and Bedsonline clients. The role manages client requests across all stages of the booking lifecycle—pre‑arrival, on‑the‑spot, and post‑travel—ensuring timely, accurate resolutions aligned with service deadlines, quality standards, and operational protocols.
This position plays a key role in delivering an outstanding customer experience, promoting a high‑performance service culture, and achieving first‑contact resolution and high customer satisfaction.
Key Responsibilities
Act as the main point of contact for Hotelbeds and Bedsonline clients regarding booking‑related operational requests.
Manage and resolve cases across all service stages, including pre‑arrival, on‑the‑spot, and post‑travel support.
Handle requests promptly and accurately, in line with defined SLAs, quality guidelines, and internal processes.
Investigate and resolve booking incidents efficiently, aiming for first‑contact resolution whenever possible.
Maintain clear, professional communication with clients and relevant internal teams.
Accurately record all interactions, actions, and resolutions in internal systems to ensure data quality and traceability.
Contribute to continuous improvement by identifying recurring issues and suggesting process enhancements.
Support service performance targets and customer satisfaction objectives.
Skills & Experience
Previous experience in customer service, operations, or booking support, ideally within the travel or hospitality industry.
Strong customer‑centric mindset with a focus on service quality and efficiency.
Excellent problem‑solving skills and ability to manage multiple cases simultaneously.
High attention to detail and accuracy under time‑sensitive conditions.
Strong written and verbal communication skills.
Ability to follow structured processes while adapting to client‑specific scenarios.
Experience working with booking systems, CRMs, or customer support tools is an advantage.
Good level of written and spoken English, additional languages are a plus.
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
You will have the opportunity to work for a company that is going through significant change in becoming the world´s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey.
As well as an attractive benefits package you will be able to work:
Within an innovative, engaging and multicultural environment.
Have the opportunity to build strong and lasting business relationships and friendships from around the world.
Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.