Contact Center Executive

About Us

HBX Group is the world’s leading technological 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.

Role Summary

The Customer Support Executive supports Hotelbeds and Bedsonline clients with operational booking‑related requests across the full customer journey (pre‑arrival, on‑the‑spot, and post‑travel). The role delivers prompt and accurate solutions in line with service deadlines, quality guidelines, and protocols, aiming to achieve first contact resolution and high customer satisfaction.

Key Responsibilities

• Handle operational requests related to bookings before arrival, during stay, and after travel.

• Resolve client issues efficiently while adhering to defined service levels, quality standards, and procedures.

• Provide timely and accurate information to ensure a smooth client experience.

• Aim for first contact resolution whenever possible.

• Escalate complex cases according to established protocols.

• Maintain accurate case documentation in internal systems.

• Contribute to a high‑performance, customer‑centric service culture.

Requirements

• Fluent English & German is mandatory for this role (spoken and written).

• Customer service or operational support experience; travel or hospitality background preferred.

• Strong problem‑solving skills with high attention to detail.

• Ability to manage multiple requests in a fast‑paced environment.

• Customer‑focused mindset with a strong commitment to service quality.

• Clear written and verbal communication skills.

• Experience using booking, case management, or CRM systems is an advantage.

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.