About this Customer Service Representative - Flights role at HBX Group
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:
We are seeking a motivated, service‑driven Flight Customer Service Representative to deliver high‑quality support to customers across multiple online channels. This role ensures an excellent service experience by resolving inquiries efficiently and professionally while collaborating closely with internal teams. The position contributes to service excellence, operational efficiency, and overall business objectives.
Responsibilities:
- Respond to customer inquiries via email, chat, and phone, ensuring timely, professional, and solution‑oriented communication.
- Learn through hands‑on experience, proactively gaining knowledge of internal procedures, systems, and service standards with guidance from senior team members.
- Collaborate with internal departments to resolve complex issues and ensure a seamless end‑to‑end customer experience.
- Develop and maintain a strong understanding of the company’s products, services, and policies to deliver accurate and up‑to‑date information.
- Maintain detailed and accurate records of customer interactions, ensuring all cases are followed through to full customer satisfaction.
- Support special projects and initiatives assigned by management, contributing to continuous improvement and operational excellence.
Skillset and Experience Required
- Languages: Fluency in English and Italian (spoken and written).
- Additional Languages: Knowledge of Spanish, German or French is considered an advantage.
- Location Requirement: Full office‑based availability in Rimini.
- Technical Knowledge: Knowledge of at least one GDS system (Amadeus, Galileo, or Sabre) is considered an advantage.
- Customer Focus: Strong commitment to delivering excellent service across all customer touchpoints.
- Team Collaboration: Ability to work effectively with cross‑functional teams.
- Learning Agility: Proactive, adaptable, and eager to acquire new knowledge and skills.
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.
