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Travel Operations Team Lead
hace 1 mes
About Exoticca
Exoticca is 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.
We are a professional, dynamic, multicultural team in rapid international growth, seeking new partners to help us create the best and most forward-thinking travel company of our generation.
Job Description
We are looking for a qualified Travel Operations Coordinator to manage our Travel Operations team, increasing customer satisfaction, loyalty, and retention.
This role involves ensuring standards for productivity and quality are achieved, managing individual and team performance expectations and goals, monitoring real-time KPIs, and serving as a leader and point of contact for escalated contact resolution of a supervisory or sensitive nature.
Your perspective on all our operations will enable you to manage the different countries we operate in, providing a 24/7 service, focused on customer loyalty and satisfaction.
Responsibilities
- Continually engaging, motivating, supporting, and developing your team to achieve success and meet customer expectations.
- Daily supervision, report, and monitoring of KPIs.
- Constantly supervise and report DMC inquiries when they affect Exoticca products.
- Act as the first point of contact for escalated internal issues, taking ownership for a successful resolution.
- Providing individual coaching feedback sessions to improve customer satisfaction.
- Work with the Travel Operations Management Team on new project-related GDS implementation.
Requirements
- 2+ years people management experience.
- Excellent leadership and interpersonal skills.
- Multitask ability and customer-focus mindset.
- Outstanding written and verbal communication skills.
- Fluent English level.
- Deep knowledge of Amadeus/GDS, on the operations and implementation part.
- Experience working with DMC is required.
- Availability to work in rotational shifts.
- Experience working with systems such as Salesforce and Travelfusion are a must.
Compensation and Benefits
We offer a competitive compensation package in line with job responsibilities and experience, estimated at €40,000 - €60,000 per year, depending on qualifications and performance. Additionally, we propose the use of flexible compensation management for diet, transportation, private health insurance with Cobee, and other benefits.
Our hybrid work model offers offices in Barcelona city, allowing for flexibility and work-life balance. We also provide unlimited coffee, language lessons, quarterly teamwork activities, global biannual parties, and travel packages at reduced prices as perks for employees.
About Us
Exoticca is an equal opportunity employer. Diversity and inclusiveness are our core values. 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 protected characteristic under European, country, or local law.
