Careers
Benefits and Culture
Zenline values its employees and offers significant benefits, including the ability to work remotely. According to Nemertes , 91% of Contact Centers now support a work-from-home model, and Zenline is no exception.
This modality allows a better balance between personal and work life, promoting greater commitment and satisfaction among employees. The company provides the right capabilities and tools so that both supervisors and remote agents can continue to provide excellent service and improve the customer experience. Additionally, this flexible structure helps reduce infrastructure costs and maintain a positive and productive work environment.
Agent Specialized in Customer Service, Knowledge of the Tourism Sector
Employment opportunities: Open Positions
The Specialized Guest Service Agent is responsible for providing exceptional service to potential and current guests. This position requires in-depth knowledge of the tourism sector and the ability to handle inquiries and bookings efficiently and professionally.
- Answer calls, emails and messages from clients.
- Provide accurate information about hotel services, rates and availability.
- Manage reservations and reservation modifications efficiently.
- Resolve customer queries and problems with empathy and professionalism.
- Stay up to date on hotel policies and procedures.
- Use CRM systems and reservation software to manage customer interactions and data.
- Previous experience in customer service, preferably in the tourism sector.
- Exceptional communication skills.
- Knowledge of CRM systems and reservation platforms.
- Ability to work in a fast-paced, dynamic environment.
- Detail orientation and problem solving skills.
Contact Center Supervisor
Employment opportunities: Open Positions
Contact Center Supervisor is responsible for supervising and directing the daily operations of the contact center. This position involves ensuring that agents provide high-quality service and meet performance METAs.
- Contact Center agents , providing guidance and support.
- Monitor and evaluate agent performance by analyzing KPIs and quality metrics.
- Implement and improve processes and procedures to optimize operational efficiency.
- Conduct coaching and training sessions for the continuous development of agents.
- Manage shift scheduling and ensure adequate coverage at all times.
- Resolve escalations and complex customer issues effectively.
- Previous experience in a supervisory position in a Contact Center.
- Leadership skills and ability to motivate a team.
- Advanced knowledge of Contact Center metrics and performance evaluation techniques.
- Excellent communication and problem-solving skills.
- Ability to work under pressure and manage multiple tasks simultaneously.
- Contact Center management tools.