Senior B2B Coordinator

hace 3 semanas

Laza, Orense, España Exoticca A tiempo completo
Job Title: Senior B2B Coordinator

Exoticca is a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips. We are seeking a highly skilled Senior B2B Coordinator to join our dynamic and multicultural team in Barcelona.

Key Responsibilities:
  • Manage a team of agents handling inbound and outbound telephone and email queries from B2B channel partner travel agents and Business Development Managers globally.
  • Hit and exceed productivity, adherence, and quality KPIs.
  • Monitor daily/weekly/monthly/quarterly performance to ensure departmental KPIs are achieved.
  • Provide support and guidance to agents and serve as the primary escalation point.
  • Carrying out regular 121s and coaching sessions with agents.
  • Use data to propose processes, procedures, and/or product improvements.
  • Define and suggest improvements for processes adapted for the B2B channel.
  • Conduct transaction monitoring to assess the quality of the team performance and identify areas for improvement.
  • Keep the team informed about various initiatives, targets, and performance metrics.
  • Create and maintain a motivational and engaging team environment.
Requirements:
  • At least 3 years of contact center and/or customer service experience.
  • At least 3 years in a team leader, supervisor, or management role.
  • Previous B2B experience is preferred.
  • 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) required.
  • Technical Knowledge: Minimum 2-years experience working with Amadeus and/or other GDS platforms.
What We Offer:
  • Highly competitive salary.
  • Flexible work-from-home policy.
  • Discounted gym membership.
  • Access to free eLearning courses to help you learn and grow.
  • Free English and Spanish courses.
  • Free coffee in the office (with many types of milk alternatives).
  • Office in the heart of Barcelona at Plaça Catalunya with a beautiful outdoor terrace to enjoy on your break.
  • Monthly company patio parties.
  • Quarterly team building budget.
  • Two annual spectacular company parties.
  • 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.

Exoticca is an equal opportunity employer. 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.

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