Customer Service Agent

hace 6 días

Barcelona, España Exoticca 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. We are a professional, dynamic, multicultural team in rapid international growth, seeking new partners to help us create the best and most forward-thinking travel company of our generation.What do we offer? We're looking for experienced customer service professionals to join our team as Customer Success Agent at one of today's fastest-growing travel companies. You'll be helping our customers before they depart and while they are in-destination to ensure we provide a differentiating level of customer service to set Exoticca apart This is an exciting opportunity to utilize and develop your customer service skills in exchange for a highly competitive salary and limitless progression opportunitiesWhat will you do?Schedule Information: Monday to Friday 09:00h - 18:00hProvide pre-departure customer support:Answer incoming calls and emails.Provide destination and trip information.Help with visas and country-specific entry requirements.Add or remove excursions.Make cancellations, service amendments and refund requests.Provide information about land and flight services.Help to solve confusion or problems with customer bookings.Provide in-destination customer support:Handle incoming calls, emails and Whatsapp messages.Support customers with flight delays or cancellations.Provide information about daily activities whilst in destination.Manage communication about crisis situations.Achieve targets:Productivity (number of calls and emails answered)Quality Assurance score CSAT, ASAT and Issue ResolutionOccupancy and adherenceStay up to date with ever changing processes, procedures and policies in a dynamic and growing start-up environmentMinimum Requirements:Previous Experience: Minimum 2 years of contact center and/or customer service experience. Call center experience in the travel agency, airline, hotel, car rental, and/or hospitality industry is preferred but not essential.Linguistic Skills: C1/C2 level German and English (verbal, reading, writing) required. C1/C2 level Spanish is a huge plusTechnical Knowledge: Working knowledge or contact platforms will be helpful. Working knowledge of CRM systems such as Salesforce will be helpful. Telephone communication and soft skills knowledge will be helpful.Education: Bachelor's degree in hospitality, travel, tourism, or any related field is preferred but not essential.#J-18808-Ljbffr

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