BILINGUAL TRAVEL AGENT MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. We are seeking an experienced and customer-focused Bilingual Travel Agent with strong French and English communication skills to join our team in an onsite BPO/contact center environment. The ideal candidate will have at least 2 years of travel industry experience, along with proven hands-on experience using the Spotnana travel platform. In this role, you will assist travelers with planning, booking and managing their travel arrangements while providing professional and efficient customer service. You will use the Spotnana platform to support travelers throughout the booking and servicing process, including making reservations, managing itineraries and handling changes or cancellations. Previous hands-on experience with the Spotnana platform is required for this position. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.
Key Responsibilities:
Assist travelers with planning, booking and managing business and leisure travel arrangements. Use the Spotnana travel platform to search, book and service air, hotel, car and rail travel. Manage new and existing reservations accurately and efficiently. Make itinerary changes, cancellations, exchanges and rebookings as required. Review traveler profiles, preferences and applicable travel policies when making reservations. Identify suitable travel options based on traveler requirements, preferences and available travel inventory. Provide accurate information regarding itineraries, fares, travel arrangements, changes and cancellations. Assist travelers with schedule changes, travel disruptions and other travel-related issues. Respond to customer inquiries and provide appropriate travel solutions in a professional and timely manner. Maintain accurate traveler and reservation information within the Spotnana platform. Follow established travel policies, procedures and service standards. Resolve customer concerns efficiently while maintaining a high level of customer service. Escalate complex or exceptional travel-related issues when appropriate. Manage multiple customer requests in a fast-paced, high-volume BPO/contact center environment. Meet established quality, productivity and customer service standards. Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities: At least 2 years of experience in the travel industry. Proven hands-on experience using the Spotnana travel platform. Fluency in French and English, both written and spoken. Experience supporting business or corporate travel is advantageous. Strong knowledge of travel reservations and booking processes. Experience handling itinerary changes, cancellations, exchanges and rebookings. Knowledge of air travel, hotels, car rentals and/or rail travel. Experience working with travel technology, online booking platforms or travel reservation systems. Strong customer service and communication skills. Excellent attention to detail and accuracy when managing bookings and traveler information. Strong problem-solving and decision-making skills. Ability to work effectively in a high-volume BPO/contact center environment. Ability to manage multiple requests while maintaining a high standard of service. Comfortable working onsite in a structured and customer-focused environment. Success in this role means providing travelers with accurate, efficient and professional support throughout their travel journey. You will use your travel industry knowledge, bilingual communication skills and Spotnana platform experience to manage reservations effectively and deliver a positive customer experience.
Please note:
Previous hands-on experience with the Spotnana travel platform is a requirement for this position. All MCI Locations: Must be authorized to work in the country where the job is based. Subject to the program and location of the position: Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results. Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada) This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds. Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources. At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.
