Customer Service Representative

hace 10 horas


Barcelona, Barcelona, España Exoticca Travel Co A tiempo completo
Exoticca Travel Co - Customer Success Agent

We are seeking a skilled and customer-focused individual to join our team as a Customer Success Agent. As part of our dynamic and multicultural team, you will be responsible for providing exceptional customer service and support to our clients.

About Exoticca Travel Co

At Exoticca, we are passionate about creating unforgettable experiences for our customers. We offer a wide range of travel options and provide personalized support to ensure that every journey is memorable and enjoyable.

Key Responsibilities

  • Schedule: Monday to Friday, 09:00h - 18:00h
  • 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
    • Help to solve confusion or problems with customer bookings
  • 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
  • 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 of contact platforms will be helpful
    • Working knowledge of CRM systems such as Salesforce will be helpful

Benefits

We offer a highly competitive salary, with an estimated annual salary of $50,000-$60,000, depending on location and experience. This includes a comprehensive benefits package, opportunities for career growth and professional development, and a collaborative and supportive work environment.



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