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Client Relations Specialist

hace 3 meses

Barcelona, Barcelona, España Exoticca A tiempo completo

About Exoticca

Exoticca is an innovative online travel agency that has transformed the way long-distance dream vacations are conceived, produced, and sold. Our core mission revolves around 'creating life milestones.' We are dedicated to offering exceptional value trips, exploring distinctive destinations, curating remarkable travel experiences, and showing genuine concern for our customers and the environment.

We are a dynamic, professional, and multicultural team experiencing rapid international expansion, looking for new partners to help us establish the most forward-thinking travel company of our time.

What We Provide

As a Customer Success Specialist at Exoticca, your primary responsibility is to deliver outstanding service to all our members and clients. With a comprehensive understanding of our operations across various countries, you will provide round-the-clock support, striving to become one of our leading travel agents within the Customer department.

Your Responsibilities

  • Deliver pre-departure customer assistance:
    • Respond to incoming calls and emails.
    • Provide information regarding destinations and trips.
    • Assist with visa and entry requirements specific to countries.
    • Modify or cancel excursions as needed.
    • Process cancellations, service changes, and refund requests.
    • Offer details about land and flight services.
    • Resolve any confusion or issues related to customer bookings.
  • Offer in-destination customer support:
    • Manage incoming calls, emails, and messages via WhatsApp.
    • Assist customers with flight delays or cancellations.
    • Provide information about daily activities while at the destination.
    • Handle communication during crisis situations.
  • Meet performance targets such as productivity metrics (number of calls and emails handled), quality assurance scores, etc.
  • Stay informed about evolving processes, procedures, and policies in a fast-paced startup environment.

Qualifications

  • Minimum of 2 years of experience in a contact center or customer service role.
  • Experience in a call center within the travel agency, airline, hotel, car rental, or hospitality sectors is preferred but not mandatory.
  • Exceptional communication, listening, and interpersonal skills, with the ability to assess customer needs and provide suitable recommendations.
  • Availability for night shifts: flexibility to work varied schedules, including evenings, weekends, and holidays.
  • Fluency in French; we particularly welcome multilingual candidates, especially in our key markets: Germany, France, Spain, the UK, the US, and Canada.

Preferred Qualifications

  • Degree in Hospitality, Travel, Tourism, or a related field.
  • Experience with customer relationship management (CRM) systems.
  • Strong understanding of travel trends.

Benefits

  • Competitive salary package aligned with job responsibilities and experience.
  • Flexible compensation management options for meals, transportation, and private health insurance.
  • Hybrid work model available.
  • Discounted travel packages.
  • Unlimited coffee, team lunches, language lessons, and bi-annual company events.
  • Referral bonuses for bringing in talented individuals.
  • Become part of a motivated and fun multicultural team in a rapidly growing organization.

At Exoticca, you will play a crucial role in creating unforgettable travel experiences that mark significant life milestones. This is your chance to influence the future of a dynamic and innovative travel brand on a global scale.

Exoticca is an equal opportunity employer. Diversity and inclusion are at the core of our values. We do not discriminate based on 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 by European, national, or local law.
In compliance with LISMI, this position is reserved for individuals with disabilities greater than 33%.

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