Customer Success Coordinator
hace 2 semanas
Exoticca, a pioneering online travel agency, is seeking a Customer Success Coordinator to join our dynamic team. As a key member of our customer service team, you will be responsible for managing a team of multilingual Customer Success Agents, ensuring exceptional customer service and delivering best-value trips to our clients.
Key Responsibilities:
- Manage a team of Customer Success Agents handling inbound telephone, email, and chat queries from customers across multiple EU, NAM, and LATAM markets.
- Monitor daily performance to ensure call handling rate, email closing rate, and other KPIs are achieved.
- Provide coaching and guidance to agents and serve as the primary escalation point.
- Prepare reports that measure team performance and propose processes, procedures, and product improvements.
Requirements:
- Minimum 2 years of contact center customer service experience.
- At least 2 years in a team leader, supervisor, or manager role.
- Telesales experience in the travel agency, airline, hotel, car rental, and/or hospitality industry is highly preferred.
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 with offices in Barcelona city and travel packages at reduced prices.
Exoticca is an equal opportunities employer, committed to diversity and inclusion. 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, veteran status, or any other protected characteristic under European, national, or local legislation.
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