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Customer Service Representative

hace 2 meses

Barcelona, Barcelona, España Exoticca Travel Co A tiempo completo
About Exoticca Travel Co

We are a dynamic and multicultural team, dedicated to providing unforgettable experiences for our customers. Our mission is to offer the best travel proposals on the market, with innovative design, easy usability, and intuitive navigation.

Job Summary

We are seeking an experienced Customer Service Representative to join our team as a Customer Success Agent. As a key member of our customer support team, you will be responsible for providing exceptional customer service to our clients before and during their trips.

Key Responsibilities
  • Schedule Information: Monday to Friday, 09:00h - 18:00h
  • Provide pre-departure customer support:
    • Answer incoming calls and 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
  • Provide in-destination customer support:
    • Handle incoming calls, emails, and messages
    • Support customers with flight delays or cancellations
    • Provide information about daily activities while in destination
    • Manage communication about crisis situations
  • Achieve targets:
    • Productivity (number of calls and emails answered)
    • Quality Assurance score
    • CSAT, ASAT, and Issue Resolution
    • Occupancy and adherence
Requirements
  • Previous Experience: Minimum 2 years of contact center and/or customer service experience
  • Linguistic Skills: C1/C2 level German and English (verbal, reading, writing) required. C1/C2 level Spanish is a huge plus
  • Technical Knowledge: Working knowledge of contact platforms and CRM systems such as Salesforce will be helpful
  • Education: Bachelor's degree in hospitality, travel, tourism, or any related field is preferred but not essential
What We Offer
  • Competitive compensation package in line with job responsibilities and experience
  • Flexible compensation management for diet, transportation, private health insurance with Cobee
  • Hybrid work model (3 days from home and 2 days at the office per week)
  • Travel packages at reduced prices
  • Unlimited coffee, team lunches, English/Spanish lessons, bi-annual company parties, afterworks
  • Referral bonus