Customer Service Agent

Join the team as aPor favor, lea detenidamente la siguiente descripción del puesto para asegurarse de que encaja con el perfil antes de enviar su solicitud.Customer Service Agent (French Speaker)atExoticca , a pioneering online travel agency delivering memorable and affordable travel experiences across 65+ destinations.What will you do?Handle customer contacts across channels including inbound calls, chats and cases, 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.Support customers with flight delays or cancellations.Provide information about daily activities whilst in destination.Manage communication about crisis situations.Takes full ownership and accountability for problem resolutions.Offers appropriate levels of compensation if applicable.Achieve targetsProductivity (number of calls and emails answered)Quality Assurance scoreCSAT, ASAT and Issue ResolutionAHTOccupancy and schedule adherenceStay up to date with ever changing processes, procedures and policies in a dynamic and growing start‑up environmentRequirementsMinimum 2 years of contact center and/or customer service experience.Previous travel industry contact center experience preferred.Supporting North American accounts / customers and deep understanding of customer preferences and culture essential.C1/C2 level English, Spanish is a huge plus.Working knowledge of contact platforms will be helpful (ie: Sprinklr, Genesys).Working knowledge of CRM systems such as Salesforce will be helpful.Telephone communication and soft skills knowledge will be helpful.Familiar with GDS platforms such as Amedeus will be helpful.Bachelor’s degree in hospitality, travel, tourism, or any related field is preferred but not essential.Passionate about customer servicePassionate about travel and exotic destinationsMaster at communication, listening and soft skillsAble to assess a caller’s needs and provide appropriate recommendations.Self‑starter, self‑managed, responsible, dedicated, and tenacious.Not 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.Knows how to have fun, strive for success, and celebrate achievementsBenefits and CompensationCompetitive compensation package in line with job responsibilities and experience.Additionally, we propose the use of flexible compensation management for diet, transportation, private health insurance with Cobee.Hybrid work model: Offices in Barcelona city.Travel packages at reduced pricesUnlimited coffee, team lunches, English/Spanish lesson, bi‑annual company parties, afterworks.Referral bonus, if you bring people as talented as you.And last but not least, becoming part of a fun and motivated multicultural team at an agile and rapid growing organizationExoticca is an equal opportunity employer. xsgfvud Diversity and inclusiveness are our core. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under European, country, or local law.#LI-HybridSeniority levelEntry levelEmployment typeFull‑timeJob functionCustomer ServiceTravel Arrangements#J-18808-Ljbffr