Customer Care Coordinator

hace 6 meses

Barcelona, España Exoticca A tiempo completo

**What is Exoticca**

At Exoticca we are looking for people who want to offer their best to create unforgettable experiences for our customers. We are a young, dynamic, multicultural team of around +350 people, in rapid international growth, seeking for new partners to help us create the best and most forward-thinking travel company of our generation.

We are a highly ambitious and well-balanced start-up, backed by top national and international investors that have also participated in the growth of other success stories, such as Skype, Wallapop, Wix, Idealista, among others.

**What is our proposal?**

Exoticca is a leading travel platform in Europe and North America, offering exciting, memorable, and affordable travel experiences in over 65 locations

We’re looking for experienced customer service professionals to join our team as “Customer Care 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 apart

This is an exciting opportunity to utilize and develop your customer service management skills in exchange for a highly competitive salary and limitless progression opportunities

**What will you do?**
- Manage a team of multilingual Customer Care Agents handling inbound Post-Trip, Social Media, Review Site and NPS from customers across multiple EU, NAM and LATAM markets.
- Hit and exceed productivity, adherence and quality KPIs.
- Monitor daily performance to ensure departmental KPIs are achieved.
- Provide support 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.
- 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.
- Create and maintain a motivational and engaging team environment.

**NOTE: These are the major responsibilities of this position and are not intended to cover each aspect of the position as the scope and duties may change or be temporarily altered based on the current business needs of the Company. The basic requirement of every position is to perform all tasks as assigned by the reporting authority.**

**Requirements**:
**Previous Experience**:

- Minimum 2 years of contact center telesales and/or 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.

**Essential Skills**:

- Passionate about customer service
- Passionate about travel and exotic destinations
- Master at communication, listening and soft skills
- Able to assess a caller’s needs and provide appropriate recommendations.
- Self-starter, self-managed, responsible, dedicated, and tenacious.
- Doesn’t get easily discouraged or frustrated.
- Able to multitask, prioritize, and manage time effectively.
- Comfortable and competent in using multiple systems concurrently.
- Knows how to “smile” on the telephone.
- A natural leader with the ability to inspire and motivate.
- Knows how to have fun, strive for success, and celebrate achievements

**Benefits**
- Highly competitive salary
- Flexible work-from-home policy (conditions apply).
- Work in the heart of Barcelona at Plaça Catalunya.
- Receive a permanent contract from the start.
- Travel at reduced prices
- Enroll in private health insurance at a reduced rate.
- Receive flexible compensation on transportation and food with Cobee.
- Receive a referral bonus, if you bring people as talented as you.
- Coffee point + break room on each floor.
- Dining and leisure area outdoor terrace. And last but not least, join a fun and motivated multicultural team at an agile

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