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About Exoticca Travel
Exoticca Travel is a dynamic and multicultural company that specializes in the development and online distribution of travel. Our mission is to provide our clients with the possibility of getting to know the most beautiful and stimulating places on the planet through the best travel proposals on the market.
Our Values
We are committed to transparency, dedication to service, security, and respect for different cultures. These values make Exoticca Travel the ideal showcase to publicize your establishment and retain a high-profile customer.
Job Summary
We are seeking an experienced Customer Service Representative to join our team as a Customer Success Agent. As a Customer Success Agent, you will be responsible for providing exceptional customer service to our clients before and during their trips.
Key Responsibilities
- Pre-Departure Support
- Answer incoming calls and 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.
- In-Destination Support
- Handle incoming calls, emails, and messages.
- Support customers with flight delays or cancellations.
- Provide information about daily activities while 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.
- Stay Up-to-Date
- Stay current with ever-changing processes, procedures, and policies in a dynamic and growing start-up environment.
Requirements
We are looking for a candidate with a minimum of 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. Telephone communication and soft skills knowledge will be helpful.
