Bilingual Premium Travel Services Agent | Hybrid – Mexico City

Bilingual Premium Travel Services Agent

Hybrid – Mexico City

Location: Mexico City, CDMX
Work Model: Hybrid
Employment Type: Full-time
Schedule: Rotating shifts, including nights, weekends, and holidays as operationally required
Total Monthly Compensation: Up to MXN $34,290
Training: Paid onboarding and training provided
Start Date: To be confirmed

Position Overview

We are seeking an experienced bilingual travel-services professional to support premium U.S.-based customers in a high-volume international travel environment.

In this role, you will create and service domestic and international travel reservations, design personalized itineraries, resolve time-sensitive travel issues, and deliver the elevated service expected by premium travelers. The ideal candidate communicates naturally in English and Spanish, remains composed when plans change, and combines hospitality, accuracy, ownership, and sound judgment in every interaction.

Key Responsibilities

• Deliver exceptional service through high-volume inbound customer calls.
• Create and manage domestic and international reservations for flights, hotels, and car rentals.
• Design personalized itineraries based on customer preferences, priorities, and travel needs.
• Explain travel options, benefits, policies, and premium services clearly and accurately.
• Process booking changes, cancellations, and service requests with attention to detail.
• Resolve travel disruptions and customer concerns with empathy, urgency, and ownership.
• Navigate multiple booking, customer-service, and account systems simultaneously.
• Protect confidential customer, payment, and travel information.
• Follow all applicable quality, security, compliance, and servicing procedures.
• Meet established performance expectations for quality, productivity, customer satisfaction, accuracy, and schedule adherence.

Required Qualifications

• Advanced spoken and written English and Spanish.
• High school diploma or equivalent.
• Professional experience in travel reservations, bookings, changes, cancellations, hospitality, call centers, or another closely related customer-service environment.
• Ability to communicate naturally and professionally with U.S.-based customers.
• Strong knowledge of customer service, active listening, and problem resolution.
• Ability to remain composed and solution-oriented during urgent or stressful travel situations.
• Strong computer skills and the ability to work across multiple systems.
• Excellent attention to detail, accuracy, organization, and follow-through.
• Availability to work rotating shifts,, including nights, weekends, and holidays when required.
• Ability to meet the hybrid onsite schedule in Mexico City.

Preferred Qualifications

• Experience supporting premium, high-value, or loyalty-program customers.
• Experience creating customized domestic or international itineraries.
• Knowledge of global destinations, travel geography, airports, and common routing considerations.
• Familiarity with travel-booking platforms, global distribution systems, CRM systems, or ticketing tools.
• Experience working with customer-service quality and performance metrics.

Work Environment

• Full-time hybrid position based in Mexico City.
• Onsite and remote days will be assigned according to operational requirements.
• Candidates must have reliable transportation and be able to comply with the onsite schedule.
• Candidates must have reliable high-speed internet suitable for approved remote workdays.
• Company computer equipment will be provided.

Compensation and Benefits

Eligible employees may receive:

• Gross monthly base salary of MXN $21,700.
• MXN $6,440 in guaranteed monthly cash benefits.
• Up to MXN $6,150 in variable monthly performance incentives.
• Total monthly compensation up to MXN $34,290.
• Eligibility for an annual performance bonus.
• Paid onboarding, training, and professional development.
• Hybrid work arrangements.
• Career-growth opportunities in an international environment.

Application Requirements

Candidates should submit:

• An updated résumé in English.
• Current contact information.
• Relevant employment history.
• Confirmation of English proficiency, schedule availability, and ability to meet the hybrid onsite requirement.

Selected candidates may be required to complete interviews, English-language and role-related assessments, employment-history verification, and applicable background-screening requirements. Any employment offer will be issued by the hiring organization and will remain contingent upon successful completion of its selection and screening process.

About New Comienzos WorkForce

New Comienzos WorkForce connects bilingual and bicultural professionals—including returnees, deportees, Dreamers, and members of the broader community—with meaningful career opportunities and long-term professional-growth pathways. New Comienzos welcomes everyone.

Apply now to begin the recruitment process.