<p><strong>Position Summary</strong></p><p><br></p><p>We are seeking a highly capable Spanish-speaking Travel Customer Service and Booking Operations Executive who can communicate confidently and naturally with Spanish-speaking partners and customers across phone, email, and chat. <strong>This role requires exceptional spoken and written Spanish, strong English communication, proven customer-service judgment, and hands-on experience in travel, reservations, or booking operations.</strong> The successful candidate will take ownership of partner booking requests, resolve complex booking issues, coordinate with suppliers and internal teams, and ensure every interaction is accurate, empathetic, timely, and professional.</p><p><br></p><p><strong>Language and Customer-Service Standard</strong></p><p><br></p><p>·      Spanish fluency is essential and will be assessed during the recruitment process. The candidate must communicate at an advanced or near-native level, with clear pronunciation, natural conversation, strong comprehension, and accurate professional writing.</p><p>·      Must be able to explain complex booking matters, de-escalate complaints, negotiate practical solutions, and write polished customer and partner communications in Spanish without relying on translation tools.</p><p>·      Must demonstrate strong spoken and written English for internal coordination, supplier communication, documentation, and cross-functional collaboration.</p><p>·      Must show a genuinely customer-centric approach: active listening, empathy, patience, ownership, calm problem-solving, expectation management, and consistent follow-through until resolution.</p><p><br></p><p><strong>Key Responsibilities</strong></p><p><br></p><p>·      Manage, coordinate, and monitor partner booking requests from receipt through completion, ensuring accuracy, timely action, clear documentation, and proactive status updates.</p><p>·      Serve as the primary contact for Spanish-speaking partners and customers, handling enquiries and cases professionally through phone, email, and chat.</p><p>·      Own customer and partner issues from first contact to final resolution, including investigation, escalation, supplier follow-up, expectation management, and confirmation of closure.</p><p>·      Act as the main coordination point among partners, internal customer-service team members, suppliers, outsourced service teams, and other departments for booking-related concerns.</p><p>·      Process Booking Reconciliation and HCN Verification for Inspira Hotels and Inspira Weeks, ensuring partner booking records are complete, accurate, updated, and validated.</p><p>·      Resolve booking failures, uncaptured payment transactions, negative bookings, mapping issues, cancellation failures, booking amendments, special requests, and other exceptions requiring manual intervention.</p><p>·      Support partner bookings across hotels, resorts, flights, car rentals, transfers, activities, and other travel services.</p><p>·      Conduct yield-management activities by reviewing booking prices and coordinating supplier rebooking using the original booking details when commercially appropriate.</p><p>·      Review and process daily rebooking of refundable reservations, ensuring timely completion, accurate documentation, and effective coordination with the team.</p><p>·      Monitor and maintain Negative Booking reports, Rebooking reports, partner booking trackers, activity logs, Trello boards, and other operational records.</p><p>·      Coordinate directly with suppliers to resolve complaints, service failures, booking discrepancies, and urgent travel-related issues within agreed timelines.</p><p>·      Provide clear internal handovers and ensure cases are correctly assigned, tracked, prioritised, escalated, documented, and resolved.</p><p>·      Conduct quality checks of calls, chats, and email responses; coach or recommend improvements that strengthen Spanish-language quality, service consistency, accuracy, and customer satisfaction.</p><p>·      Share real customer and partner scenarios, root causes, and successful solutions to improve team knowledge and readiness.</p><p>·      Support KPI tracking, performance reviews, workflow coordination, and service-quality initiatives led by the VP of Customer Service.</p><p>·      Identify recurring booking anomalies, system issues, partner concerns, and workflow gaps; communicate them promptly to relevant stakeholders and recommend practical improvements.</p><p>·      Assist with the configuration and effective use of communication systems, partner portals, booking tools, CRM platforms, and internal workflows.</p><p>·      Gather and relay customer and partner feedback to management, and provide direct operational support to the VP of Customer Service when required.</p><p><br></p><p><strong>Required Qualifications and Experience</strong></p><p><br></p><p>·      Advanced or near-native Spanish proficiency in speaking, listening, reading, and writing. Candidates must be comfortable handling live calls and complex written cases entirely in Spanish.</p><p>·      Strong professional English communication skills, both written and verbal.</p><p>·      Relevant experience in the travel industry, such as travel customer service, reservations, booking operations, airline or hotel support, online travel agencies, tour operations, corporate travel, or a travel-focused BPO account.</p><p>·      Proven customer-service experience handling enquiries, complaints, escalations, service recovery, and time-sensitive cases through phone, email, and/or chat.</p><p>·      Practical experience with booking amendments, cancellations, rebooking, reconciliation, supplier coordination, follow-ups, and issue resolution.</p><p>·      Experience working with global travel suppliers, B2B travel platforms, partner portals, reservation systems, or travel booking tools.</p><p>·      Strong attention to detail and a consistent record of accurate transaction handling, case notes, trackers, and operational documentation.</p><p>·      Ability to investigate problems, interpret booking details, identify root causes, make sound decisions, and communicate solutions clearly.</p><p>·      Ability to work independently, manage competing priorities, and maintain case ownership with minimal supervision.</p><p>·      Based in the Philippines, preferably in an urban area, with a reliable work-from-home setup and willingness to work under a self-employed arrangement.</p><p><br></p><p><strong>Preferred Qualifications</strong></p><p><br></p><p>·      Bachelor's degree in Tourism, Hospitality, Business Administration, or a related field.</p><p>·      Experience supporting Spanish-speaking customers, partners, or suppliers in an international service environment.</p><p>·      Familiarity with hotel contract management, inventory mapping, HCN verification, negative-booking and reconciliation workflows, fare rules, refundable reservations, supplier rebooking, yield management, or travel-service recovery.</p><p>·      Proficiency in Microsoft Excel and Outlook, CRM platforms, Trello or similar project-management tools, AI-enabled productivity tools, and automated workflow systems.</p><p><br></p><p><strong>What Success Looks Like</strong></p><p><br></p><p>·      Spanish-speaking partners and customers receive clear, confident, culturally appropriate, and professional service.</p><p>·      Booking cases are handled accurately, documented properly, and progressed proactively without unnecessary delays or repeated follow-ups.</p><p>·      Complaints and service failures are resolved with empathy, ownership, sound judgment, and effective supplier coordination.</p><p>·      Booking risks, recurring issues, and workflow gaps are identified early and escalated with practical recommendations.</p><p>·      The wider team benefits from reliable handovers, consistent communication, shared learning, and strong cross-functional collaboration.</p><p><br></p><p><strong>About us</strong></p><p><br></p><p>For over a decade, Inspira has proudly delivered tailored travel loyalty solutions to organizations across diverse industries, including sports clubs and federations, aviation, hospitality, supermarkets, real estate, retail, and vacation clubs.</p><p><br></p><p>With a comprehensive suite of loyalty, marketing, and management services, we empower our partners to strengthen connections with their valued members. Our diverse team of professionals, spanning technology, business, travel, and marketing, is united by a passion for enhancing experiences and creating long-term value.</p><p><br></p><p>At Inspira, we combine expertise with innovation to deliver results that drive growth, loyalty, and success worldwide.</p>