Customer Service Representative

hace 5 días


Barcelona, Barcelona, España Exoticca A tiempo completo
About Exoticca

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

A Competitive Salary Package

We offer a highly competitive salary in line with job responsibilities and experience. Additionally, we propose the use of flexible compensation management for diet, transportation, private health insurance with Cobee.

Job Description
  • Company Overview: We are a professional, dynamic, multicultural team in rapid international growth, seeking new partners to help us create the best and most forward-thinking travel company of our generation.
  • Schedule Information: Monday to Friday 09:00h - 18:00h
Key Responsibilities
  1. 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, and help to solve confusion or problems with customer bookings.
  2. Provide in-destination customer support: Handle incoming calls, emails and Whatsapp messages, support customers with flight delays or cancellations, provide information about daily activities whilst in destination, manage communication about crisis situations.
  3. 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. Call center experience in the travel agency, airline, hotel, car rental, and/or hospitality industry is preferred but not essential.
  • Linguistic Skills: C1/C2 level German and English (verbal, reading, writing) required. C1/C2 level Spanish is a huge plus.
  • Technical Knowledge: Working knowledge or contact platforms will be helpful. Working knowledge of CRM systems such as Salesforce will be helpful. Telephone communication and soft skills knowledge will be helpful.
  • Education: Bachelor's degree in hospitality, travel, tourism, or any related field is preferred but not essential.
Benefits
  • Competitive compensation package in line with job responsibilities and experience.
  • 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.
  • Becoming part of a fun and motivated multicultural team at an agile and rapid growing organization.


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