#### **Main Responsibilities:** * Monitor service SLAs (response time, resolution time, volume per operator). * Monitor service quality standards (responses, formalization, registration). * Identify bottlenecks and propose improvement actions. * Analyze causes of complaints, refunds, discrepancies, and recurring issues. * Interact daily with CSC Reservations, Operations, Finance, and Sales teams to resolve requests. * Report deviations, risks, and opportunities identified through customer service. * Map and keep updated rules, policies, rate structures, and particularities of each operator. * Consolidate area indicators (dashboards, weekly and monthly reports). * Support the team leader in organizing work shifts, distributing tasks, and reviewing responses. #### **Mandatory Requirements:** * Experience in customer service, reservations, sales, or tourism operations. * Strong analytical skills and comfort working with data. * Excellent written and verbal communication skills. * Organizational skills, attention to detail, and systemic thinking. * Ability to handle multiple concurrent demands. #### **Desirable Requirements (differentiators):** * Experience with tour operators and knowledge of rate structures. * Familiarity with CRM tools and customer relationship management systems. #### **Benefits:** * ️ Meal allowance: * Medical insurance: * Dental plan: * + ️ Health and wellness programs: * Life insurance * Discounts on services offered by Grupo Luck #### **Work schedule and hours:** * 44 weekly working hours with availability for weekend shifts