Booking Agent – Customer Service & Travel Support

About the role

We are looking for a Booking Agent to join our team in Palma for the upcoming season. In this role you will be the main point of contact for our customers, providing assistance before, during and after their holidays to ensure a smooth and enjoyable travel experience.

Key responsibilities

• Act as the primary contact for customers via phone, email and digital channels.
• Provide pre‑trip and post‑trip support, handling bookings, room changes, upgrades and special requests.
• Manage last‑minute modifications, cancellations, activities, excursions and destination services.
• Assist with lost, damaged or stolen belongings and resolve incidents, complaints and service disruptions.
• Liaise with hotels, suppliers, tour operators and internal teams to resolve issues efficiently.
• Monitor open cases, ensure quality service and timely resolution, and keep accurate records in internal systems.
• Escalate complex cases following internal procedures.

Required profile

• At least 1 year of experience in a similar customer‑service or travel‑assistance role.
• Strong communication skills with a professional and empathetic approach.
• Ability to work under pressure and handle multiple requests simultaneously.
• Detail‑oriented with good organizational skills.

Required skills