Contact Center Process Specialist

hace 4 semanas

Barcelona, Barcelona, España Exoticca Travel Co A tiempo completo

About Exoticca Travel Co

We are a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips. Our brand equity is built on 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.

Job Description

We are seeking a highly skilled Contact Center & Travel Operations Process & Procedures Specialist to join our dynamic, multicultural team in rapid international growth. As a key member of our team, you will be responsible for evaluating and defining appropriate processes and procedures across contact channels, teams, and use cases.

Key Responsibilities

  • Evaluate and define processes and procedures across contact channels, teams, and use cases.
  • Act as the primary point of contact interfacing cross-functionally to ensure customer service needs are met.
  • Analyze operating data and statistics to identify opportunities, develop action plans, and implement process improvements.
  • Map processes and procedures and use data insights to continuously identify efficiency, productivity, and customer experience improvement opportunities.
  • Represent the "voice of the customer" in process design, while taking into account business constraints.
  • Monitor and measure the benefits of post-process implementation to ensure product quality, efficiency, and improvement.
  • Ability to summarize, visualize, and present data.
  • Provide support and expertise to help implement various projects and initiatives.

Requirements

  • Minimum of two (2) years of call center industry experience of which at least one (1) should be in the travel sector.
  • Minimum of two (2) years experience dealing with processes and procedures, quality, business analysis, or project management role.
  • C1/C2 level English (verbal, reading, writing) is required.
  • B1/B2 level in Spanish (verbal, reading, writing) is preferred.
  • Familiarity with CRM, order management, and contact management systems and practices is a plus.
  • Salesforce knowledge and experience are highly desirable.
  • Minimum one (1) year of experience working with Amadeus and/or other reservation systems with sound knowledge of ticketing/re-issuance & refund process.
  • Certification from IATA/travel institute is desirable.

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