Customer Success Coordinator

hace 3 semanas

Barcelona, España Exoticca Travel Co A tiempo completo

.What is Exoticca?Exoticca is a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips. At the core of Exoticca's brand equity is the commitment to "creating life milestones." We believe in delivering best-value trips, exploring unique destinations, curating extraordinary travel experiences, and demonstrating genuine care for both our customers and the planet.What do we offer?We're looking for experienced customer service professionals to join our team as "Customer Success Coordinator" at one of today's fastest-growing travel companies. You'll be managing a team of Customer Success agents, ensuring we provide a differentiating level of customer service to set Exoticca apartThis is an exciting opportunity to utilize and develop your customer service management skills in exchange for a highly competitive salary and limitless progression opportunitiesWhat will you do?Manage a team of multilingual Customer Success Agents handling inbound telephone, email and chat queries from customers across multiple EU, NAM and LATAM markets.Hit and exceed productivity, adherence and quality KPIs.Monitor daily performance to ensure call handling rate, email closing rate and other KPIs are achieved.Provide coaching and guidance to agents and serve as the primary escalation point.Prepare WBR, QBR, and other ad-hoc reports as required that measure team performance.Use data to propose processes, procedures, and/or product improvements.Carrying out monthly 121s and coaching sessions.Support the roll out of new processes and procedures in a dynamic and ever changing environment.Work cross-functionally with training, quality, product, IT, operations, and finance.Work with WFM to prepare forecasts and agent schedules.Work with QA to develop and implement a monitoring system, scorecard, CSAT metric, and agent performance management system.Work with training to optimize new hire training content and refresher training.Work with recruitment to maintain optimal staffing and candidate pipelines.Conduct transaction monitoring to assess the quality and identify areas for improvement.Work with training to update and refresh content as needed.Keep the team informed about various initiatives, targets, and performance metrics.Previous Experience:Minimum 2 years of contact center customer service experience.At least 2 years in a team leader, supervisor, or manager role.Telesales experience in the travel agency, airline, hotel, car rental, and/or hospitality industry is highly preferred.Linguistic Skills:C1/C2 level English (verbal, reading, writing) required.C1/C2 level Spanish (verbal, reading, writing) is a bonus.Technical Knowledge:Familiarity with CRM, order management, and contact management systems and practices is a plus.Salesforce knowledge and experience are highly desired.Education:Bachelor's degree in hospitality, travel, tourism, or any related field is preferred but not essential

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