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Customer Service Experience Coordinator
hace 1 mes
Company Overview
Exoticca is a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips. 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.
Salary: €42,000 - €52,000 per annum (dependent on experience)
Job Description
We are seeking an experienced Customer Success Coordinator to join our team as a Customer Service Experience Coordinator. This role will involve managing a team of multilingual Customer Success Agents, ensuring we provide a differentiating level of customer service to set Exoticca apart.
Responsibilities:
- Manage a team of Customer Success Agents handling inbound telephone, email and chat queries from customers across multiple markets.
- Hit and exceed productivity, adherence and quality KPIs.
- 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 measuring team performance.
- Carry out monthly 121s and coaching sessions.
- Support the roll out of new processes and procedures in a dynamic environment.
- Work cross-functionally with training, quality, product, IT, operations, and finance.
Requirements
To be successful in this role, you will need:
- 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.
- C1/C2 level English (verbal, reading, writing) required.
- Familiarity with CRM, order management, and contact management systems and practices is a plus.
Benefits
We offer a competitive compensation package, including:
- €42,000 - €52,000 per annum (dependent on experience).
- Holiday entitlement.
- Pension scheme.
- Opportunities for career progression.
About Us
Exoticca is an equal opportunities employer. We are committed to diversity and inclusion and do not discriminate on the grounds of race, color, religion, marital status, age, national origin, disability, medical condition, pregnancy, genetic information, gender, sexual orientation, identity or expression, veteran status, or any other protected characteristic under European, national, or local law.
