Reservations Support Specialist

At ContactPoint360, we are relentlessly focused on delivering exceptional customer experiences. As the fastest-growing BPO on the planet, with over 5,000 teammates across 10 global locations, we combine cutting-edge technology with innovative strategies to help our clients succeed. Our approach is simple: obsess over customers, think long-term, and build a team of smart, driven professionals who thrive in a high-growth, high-impact environment. We’re not just a service provider—we’re a partner in driving real results. ContactPoint360 is where innovation, execution, and customer obsession meet.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it’s our people. We invest in our people and develop them into future leaders. Did you know 50% of ContactPoint360’s leaders were promoted from within? Our CEO’s journey, starting as a phone agent, reflects our commitment to genuine care for our people—it’s in our DNA.

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.

Our Purpose:

Our goal is to create the best human experience, ensure the highest client satisfaction, and transform clients’ customers into loyal advocates for life.

Check out our YouTube video: https://youtu.be/AsPjX-5uyQQ

Role Overview

As a Reservations Support Specialist, you will play a vital role in supporting the Reservations and Customer Care teams, ensuring the smooth processing of all inbound and outbound requests. This role requires strong attention to detail, proactive problem-solving, and the ability to make independent decisions that enhance operational efficiency and customer satisfaction.

Your responsibilities will include handling inquiries about tours and activities, processing payments, and assisting with reservations for a variety of destinations. You’ll also manage important inboxes. You will support Chat, and SMS ensuring requests are addressed promptly or forwarded to the appropriate team member. Additionally, you will support the team with financial adjustments, new reservation options, and system troubleshooting as needed.

Key Responsibilities

·      Support the Reservations and Customer Care teams by answering inbound calls for adding tours, activities, and processing payments when necessary.

·      Provide backup support for other inbound queues during high volume periods.

·      Assist with inquiries and troubleshoot client or system issues as needed to maintain smooth operations.

·      Offer support for new reservation agents by providing mentorship and answering questions.

·      Process all sales and change calls for specific regions.

·      Work on the 35-Day report, following up to prevent penalties.

·      Work with the OBE Options and 20-minute payment reports to identify errors or items that need ticketing.

·      Manage and process requests from key inboxes ensuring timely responses or forwarding requests to the appropriate team members.

·      Liaise between the reservations team and exotic reservation agents when necessary, ensuring proper routing and timely handling of requests.

·      Manage escalated inquiries, acting quickly to resolve issues while maintaining client satisfaction.

·      Partner with internal teams to align initiatives and address operational challenges.

Assist with troubleshooting and system functionality, ensuring smooth operation and timely

·      Assist with online booking engine (OBE) support, including completing new options, handling changes, and answering questions.

·      Provide backup support for the Customer Care team, assisting with financial adjustments when required.

·      Manage reports related to reservations, attendance, and call data, ensuring accurate tracking and operational efficiency.

·      Help manage phone and email queues, ensuring that the team meets service level expectations.

·      Help maintain a high standard of operational efficiency by performing regular checks and updates across multiple inboxes and reports.

·      Ensure that customer service feedback is positive by minimizing errors, paying attention to detail, and following through on requests promptly.

·      Troubleshoot and resolve issues to maintain client satisfaction and ensure that operations uphold their operational excellence standards.

·      Adapt to evolving department needs and priorities, taking on additional responsibilities as assigned by management to support the overall success of the Reservations department.

·      Contribute to a collaborative work environment, always being proactive in resolving issues and improving workflows.

Other Duties as Assigned

·      Adapt to evolving needs and priorities, taking on additional responsibilities assigned by management to support the overall success of the Reservations department.

Technical Proficiency

·      Experience with Plex and Smart Sheet, including creating and managing Sheets, Forms, Reports, and Dashboards.

·      Intermediate to advanced knowledge of Plex, Windows, Outlook, Excel, Word, and PowerPoint.

Industry Experience

·      Minimum of 2 years of experience in reservations or within Reservations Operations.

·      Preferred experience in fast-paced, customer-centric industries such as travel, hospitality, or luxury services.

Customer Service Expertise

·      Excellent interpersonal, customer service, and conflict resolution skills.

·      Ability to communicate exceptional service delivery to both internal and external customers effectively.

Time Management and Attention to Detail

·      Strong time management, problem-solving, and follow-up skills.

·      Detail-oriented, producing high-quality work with minimal errors.

Communication

·      Exceptional verbal and written communication skills, capable of engaging effectively with travelers, travel agents, vendors, peers, supervisors, and other stakeholders.

·      Must exhibit professionalism across all forms of communication, supporting Classic Vacations' mission, values, and promise.

Relationship Building

·      Skilled at fostering positive relationships with team members, clients, and cross-departmental contacts to ensure collaboration and alignment.

Adaptability and Problem Solving

·      Comfortable working in a dynamic, fast-paced environment and adept at resolving challenges with a client-first mindset.

Team-Oriented Leadership

·      Ability to inspire and guide the Reservations team, promoting a culture of excellence and continuous improvement.

Education Experience

·      Bachelor’s degree in hospitality, Business, or a related field preferred.

·      2+ years of experience in a reservation, customer service, or operations role, with at least 1 year in a leadership position preferred.

Interpersonal Skills

·      High emotional intelligence and a client-centric mindset.

·      Problem-solving and conflict-resolution skills to handle challenges effectively.

 We value our employees by providing:

• Competitive salaries
• Employee Recognition program
• Paid training
• Career advancement opportunities
• Health Insurance
• Employee referral program
• Lunch Subsidy

All applicants should be 18 years or older and must have a valid Government-issued photo ID, TRN & NIS. Successful candidates must be able to furnish a police record and pass an employment background check.