Travel Operations Process Specialist

hace 1 semana


Barcelona, Barcelona, España Exoticca A tiempo completo

**Company Overview**

Exoticca is a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips. At the core of Exoticca's brand equity is 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.

$60,000 - $80,000 per year

**Job Description**

Job Summary: As a Travel Operations Process Specialist, you will be responsible for evaluating and defining appropriate processes and procedures across contact channels, teams, and use cases. You will be the primary point of contact interfacing cross-functionally to ensure customer service needs are met.

Key Responsibilities:

  • Evaluate and define appropriate processes and procedures across contact channels, teams, and use cases.
  • Act as the primary point of contact interfacing cross-functionally to ensure customer service requirements and constraints are considered.
  • 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.
  • Summarize, visualize, and present data.
  • Provide support and expertise to help implement various projects and initiatives.

**Required Skills and Qualifications**

Minimum Requirements:

  • Minimum of two (2) years of call center industry experience, with at least one (1) year in the travel sector.
  • Minimum of two (2) years experience dealing with processes and procedures, quality, business analysis, or project management role.

Preferred Qualifications:

  • Linguistic Skills: (Based on Common European Framework of Reference) C1/C2 level English (verbal, reading, writing) is required.
  • B1/B2 level in Spanish (verbal, reading, writing) is preferred.
  • Technical Knowledge: 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.

**Benefits**

We Offer:

  • A competitive salary range of $60,000 - $80,000 per year.
  • A dynamic and multicultural work environment.
  • Ongoing training and development opportunities.
  • A comprehensive benefits package.


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