Contact Centre Executive - Egypt Hotelbeds

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.