Customer Success Coordinator
hace 3 días
Are you passionate about delivering exceptional customer experiences in the travel industry? Do you have a knack for leading high-performing teams and driving business growth? We're seeking a seasoned Customer Success Coordinator to join our dynamic team at Exoticca, a pioneering online travel agency revolutionizing the concept of long-distance dream trips.
Key Responsibilities:
- Manage a team of multilingual Customer Success Agents handling inbound 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 WBR, QBR, and other ad-hoc reports to measure team performance.
- Use data to propose processes, procedures, and/or product improvements.
- 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.
- Work with WFM to prepare forecasts and agent schedules.
- Work with QA to develop and implement a monitoring system, scorecard, CSAT metric, and agent performance management system.
- Work with training to optimize new hire training content and refresher training.
- Work with recruitment to maintain optimal staffing and candidate pipelines.
- Conduct transaction monitoring to assess quality and identify areas for improvement.
- Keep the team informed about various initiatives, targets, and performance metrics.
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.
Linguistic Skills:
- C1/C2 level English (verbal, reading, writing) required.
- C1/C2 level Spanish (verbal, reading, writing) is a bonus.
Technical Knowledge:
- Familiarity with CRM, order management, and contact management systems and practices is a plus.
- Salesforce knowledge and experience are highly desired.
Education:
- Bachelor's degree in hospitality, travel, tourism, or any related field is preferred but not essential.
Essential Skills:
- Passionate about customer service.
- Passionate about travel and exotic destinations.
- Master at communication, listening, and soft skills.
- Able to assess a caller's needs and provide appropriate recommendations.
- Self-starter, self-managed, responsible, dedicated, and tenacious.
- Doesn't get easily discouraged or frustrated.
- Able to multitask, prioritize, and manage time effectively.
- Comfortable and competent in using multiple systems concurrently.
- A natural leader with the ability to inspire and motivate.
- Knows how to have fun, strive for success, and celebrate achievements.
Benefits:
- Competitive compensation package in line with job responsibilities and experience.
- Additionally, we propose the use of flexible compensation management for diet, transportation, private health insurance with Cobee.
- Hybrid work model: Offices in Barcelona city.
- Travel packages at reduced prices.
- Unlimited coffee, team lunches, English/Spanish lesson, bi-annual company parties, afterworks.
- Referral bonus, if you bring people as talented as you.
- And last but not least, becoming part of a fun and motivated multicultural team at an agile and rapid growing organization.
We're an equal opportunities employer, committed to diversity and inclusion. We don't discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental 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.
#LI-Hybrid
#J-18808-Ljbffr
-
Customer Success Coordinator
hace 3 días
Barcelona, Barcelona, España Ecovadis Germany Gmbh A tiempo completoCustomer Success Coordinator - Sustainability ExpertWe are seeking a highly motivated and experienced Customer Success Coordinator to join our team in Barcelona. As a key member of our Southern Europe team, you will be responsible for ensuring the successful implementation of our sustainability solutions for our customers.Key Responsibilities:Act as a...
-
Customer Success Advocate
hace 1 mes
Barcelona, Barcelona, España Ecovadis A tiempo completoCustomer Success CoordinatorEcoVadis is seeking a Customer Success Coordinator to drive sustainability in our Southern Europe team in Barcelona. This role involves managing customer success, facilitating solution adoption, and providing guidance on integrating sustainability into business decisions.Key ResponsibilitiesEmpower customers to achieve their...
-
Customer Success Advocate
hace 1 mes
Barcelona, Barcelona, España Ecovadis A tiempo completoCustomer Success CoordinatorEcoVadis is seeking a Customer Success Coordinator to drive sustainability in our Southern Europe team in Barcelona. This role involves managing customer success, facilitating solution adoption, and providing guidance on integrating sustainability into business decisions.Key ResponsibilitiesEmpower customers to achieve their...
-
Customer Success Manager
hace 7 días
Barcelona, Barcelona, España Accs - Ares Customer Care Solutions Gmbh A tiempo completoAbout the RoleWe are seeking a highly skilled Customer Success Manager to join our team at Accs - Ares Customer Care Solutions Gmbh. As a key member of our customer success team, you will be responsible for driving customer growth and retention through strategic account management and digital transformation.Key ResponsibilitiesAnalyze customer data to...
-
Customer Success Manager
hace 7 días
Barcelona, Barcelona, España Accs - Ares Customer Care Solutions Gmbh A tiempo completoAbout the RoleWe are seeking a highly skilled Customer Success Manager to join our team at Accs - Ares Customer Care Solutions Gmbh. As a key member of our customer success team, you will be responsible for driving customer growth and retention through strategic account management and digital transformation.Key ResponsibilitiesAnalyze customer data to...
-
Customer Success Advocate
hace 1 semana
Barcelona, Barcelona, España Ecovadis Germany Gmbh A tiempo completoCustomer Success CoordinatorEcoVadis is seeking a highly motivated and detail-oriented Customer Success Coordinator to join our Southern Europe team in Barcelona. As a key member of our team, you will play a crucial role in ensuring the successful implementation and adoption of our sustainability solutions among our customers.Key Responsibilities:Empower...
-
Customer Success Manager
hace 2 meses
Barcelona, Barcelona, España ACCS - ARES Customer Care Solutions GmbH A tiempo completoAbout the RoleWe are seeking a highly skilled Customer Success Manager to join our team at ACCS - ARES Customer Care Solutions GmbH. As a key member of our organization, you will be responsible for driving business growth and ensuring customer satisfaction.Key ResponsibilitiesDevelop and execute strategic plans to drive business growth and customer...
-
Customer Success Manager
hace 1 mes
Barcelona, Barcelona, España ACCS - ARES Customer Care Solutions GmbH A tiempo completoAbout the RoleWe are seeking a highly skilled Customer Success Manager to join our team at ACCS - ARES Customer Care Solutions GmbH. As a key member of our organization, you will be responsible for driving business growth and ensuring customer satisfaction.Key ResponsibilitiesDevelop and execute strategic plans to drive business growth and customer...
-
Customer Success Advocate
hace 2 semanas
Barcelona, Barcelona, España Ecovadis A tiempo completoAbout the RoleEcoVadis is seeking a highly motivated Customer Success Coordinator to join our Southern Europe team in Barcelona. As a key member of our team, you will play a crucial role in ensuring the successful implementation of our customers' sustainability programs.Key ResponsibilitiesEmpower customers to achieve their sustainability goals by providing...
-
Customer Success Manager
hace 3 días
Barcelona, Barcelona, España Accs - Ares Customer Care Solutions Gmbh A tiempo completoAbout the RoleWe are seeking a highly skilled Customer Success Manager to join our team in Bogotá. As a key member of our customer success team, you will be responsible for building and maintaining strong relationships with our clients, ensuring their success with our products and services.Key ResponsibilitiesDevelop and execute customer success plans to...
-
Customer Success Associate
hace 2 meses
Barcelona, Barcelona, España ACCS - ARES Customer Care Solutions GmbH A tiempo completoAbout ACCS - ARES Customer Care Solutions GmbHWe are a leading provider of customer care solutions, dedicated to helping businesses thrive in the ever-evolving market landscape.Job DescriptionWe are seeking a highly skilled Customer Success Associate to join our team. As a key member of our customer success department, you will play a crucial role in...
-
Customer Success Associate
hace 1 mes
Barcelona, Barcelona, España ACCS - ARES Customer Care Solutions GmbH A tiempo completoAbout ACCS - ARES Customer Care Solutions GmbHWe are a leading provider of customer care solutions, dedicated to helping businesses thrive in the ever-evolving market landscape.Job DescriptionWe are seeking a highly skilled Customer Success Associate to join our team. As a key member of our customer success department, you will play a crucial role in...
-
Customer Success Coordinator
hace 7 días
Barcelona, Barcelona, España Ecovadis Germany Gmbh A tiempo completoAbout the RoleWe are seeking a highly motivated and experienced Customer Success Coordinator to join our Southern Europe team in Barcelona. As a key member of our team, you will be responsible for ensuring the successful implementation and adoption of our sustainability solutions among our customers.Key ResponsibilitiesAct as a facilitator of customer...
-
Customer Success Coordinator
hace 7 días
Barcelona, Barcelona, España Ecovadis Germany Gmbh A tiempo completoAbout the RoleWe are seeking a highly motivated and experienced Customer Success Coordinator to join our Southern Europe team in Barcelona. As a key member of our team, you will be responsible for ensuring the successful implementation and adoption of our sustainability solutions among our customers.Key ResponsibilitiesAct as a facilitator of customer...
-
Customer Success Advocate
hace 3 días
Barcelona, Barcelona, España Ecovadis Germany Gmbh A tiempo completoWe are seeking a highly motivated Customer Success Coordinator to join our Southern Europe team in Barcelona. As a key member of our team, you will be responsible for ensuring the successful implementation of our sustainability programs for our customers.Key Responsibilities:Empower customers to achieve their sustainability goals by providing expert guidance...
-
Customer Success Manager
hace 1 semana
Barcelona, Barcelona, España Autodesk A tiempo completoJob Title: Customer Success ManagerAt Autodesk, we're seeking a highly skilled Customer Success Manager to lead our Midmarket team in driving customer success and adoption of our solutions.Key Responsibilities:Manage and develop a team of customer success professionals to ensure seamless onboarding and adoption of Autodesk solutions.Develop and implement...
-
Customer Success Manager
hace 1 semana
Barcelona, Barcelona, España Autodesk A tiempo completoJob Title: Customer Success ManagerAt Autodesk, we're seeking a highly skilled Customer Success Manager to lead our Midmarket team in driving customer success and adoption of our solutions.Key Responsibilities:Manage and develop a team of customer success professionals to ensure seamless onboarding and adoption of Autodesk solutions.Develop and implement...
-
Customer Success Coordinator
hace 4 días
Barcelona, Barcelona, España Ecovadis Germany Gmbh A tiempo completoAt EcoVadis, we're on a mission to guide companies towards a sustainable world. As a Customer Success Coordinator, you'll play a crucial role in facilitating the successful implementation of our sustainability programs and empowering our customers to create a positive impact.Key Responsibilities:Empower customers to achieve their sustainability goals through...
-
Customer Success Manager
hace 1 semana
Barcelona, Barcelona, España Autodesk, Inc. A tiempo completoJob Title: Customer Success ManagerAt Autodesk, Inc., we are seeking a highly skilled Customer Success Manager to lead our Midmarket team in driving customer success and adoption of our solutions.Job Summary:The Customer Success Manager will be responsible for leading a team of customer-facing professionals in delivering exceptional customer experiences,...
-
Customer Success Manager
hace 1 semana
Barcelona, Barcelona, España Autodesk, Inc. A tiempo completoJob Title: Customer Success ManagerAt Autodesk, Inc., we are seeking a highly skilled Customer Success Manager to lead our Midmarket team in driving customer success and adoption of our solutions.Job Summary:The Customer Success Manager will be responsible for leading a team of customer-facing professionals in delivering exceptional customer experiences,...
