Customer Service Representative - Flights

HBX Group is the world’s leading technology partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality. We’re headquartered in Palma, Mallorca and employ around 3,500 people worldwide.

JOB DESCRIPTION:

About Us 

HBX Group is the world’s leading technological partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality. 

Job Summary:
We are seeking a motivated and service‑oriented Flight Customer Service Representative to provide high‑quality support to customers across multiple communication channels. This role ensures an excellent service experience by delivering timely, accurate, and professional assistance. Working closely with the customer service team and various internal departments, the position contributes directly to a seamless end‑to‑end customer journey and supports overall business objectives.

Responsibilities:

• Respond to customer inquiries via email, chat, and phone, ensuring timely, professional, and solution‑oriented communication.

• Learn through hands‑on experience, proactively acquiring knowledge of internal procedures, systems, and service standards with guidance from senior team members.

• Collaborate with internal teams to resolve complex issues and ensure a smooth, seamless customer experience.

• Develop and maintain an in‑depth understanding of the company’s products, services, and policies to provide accurate and up‑to‑date information.

• Maintain clear, thorough, and accurate records of customer interactions, ensuring full resolution and customer satisfaction.

• Support special projects and operational initiatives assigned by management, contributing to continuous improvement and service excellence.

Skillset and Experience Required

• Languages: Fluency in English and Italian (spoken and written).

• Additional Languages: Knowledge of Spanish, German, or French is considered an advantage.

• Location Requirement: Full office‑based availability in Rimini.

• Technical Knowledge: Experience with at least one GDS system (Amadeus, Galileo, or Sabre) is considered an advantage.

• Customer Focus: Strong commitment to delivering an exceptional customer experience.

• Collaboration: Ability to work effectively with cross‑functional teams.

• Adaptability: Proactive mindset with willingness to learn processes and systems quickly.

At HBX Group, we believe that diversity drives innovation and makes travel a force for good.  

We're committed to creating an inclusive workplace where everyone feels valued and  

respected, embracing different backgrounds, perspectives and talents. Join us and be part  

of a team where diversity and equal opportunities really do make a difference. 

You will have the opportunity to work for a company that is going through significant change in becoming the world´s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey.

As well as an attractive benefits package you will be able to work: 

• Within an innovative, engaging and multicultural environment.

• Have the opportunity to build strong and lasting business relationships and friendships from around the world.

• Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.