Global Travel Experience Manager
hace 19 horas
Company Overview
Exoticca Travel Co is a dynamic and multicultural team on a mission to provide unforgettable experiences for their users. Founded in 2013, the company specializes in the development and online distribution of travel services.
Salary
The estimated salary for this position is $55,000 - $65,000 per year, depending on experience and qualifications.
Job Description
We are seeking a Customer Service Agent to join our Exoticca team. As a key member of our customer department, you will be responsible for providing exceptional service to all our members and customers. Your role will involve:
- Providing pre-departure customer support: answering incoming calls and emails, providing destination and trip information, helping with visas and country-specific entry requirements, adding or removing excursions, making cancellations, service amendments, and refund requests, and providing information about land and flight services.
- Handling incoming calls, emails, and Whatsapp messages for in-destination customer support: supporting customers with flight delays or cancellations, providing information about daily activities while in the destination, and managing communication about crisis situations.
- Achieving targets such as productivity (number of calls and emails answered), quality assurance score, etc.
- Staying up-to-date with ever-changing processes, procedures, and policies in a dynamic and growing start-up environment.
Required Skills and Qualifications
To succeed in this role, you will need:
- +2 years of contact centre and/or customer service experience.
- Call centre experience in the travel agency, airline, hotel, car rental, and/or hospitality industry is preferred but not essential.
- Mastery of communication, listening, and soft skills.
- Able to assess a caller's needs and provide appropriate recommendations.
- Night shift availability: polyvalent schedules, including evenings, weekends, and holidays.
- Fluency in French; we have a special interest in multilingual talents, mainly in our markets: Germany, France, Spain, UK, US, and CA.
Benefits
We offer a 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. Our hybrid work model allows for 3 days from home and 2 days at the office per week.
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