Customer Service Ambassador for Travel Experience
hace 20 horas
Company Overview: Exoticca is a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips. Our brand equity is built around creating life milestones by delivering best-value trips, exploring unique destinations, curating extraordinary travel experiences, and demonstrating genuine care for both our customers and the planet.
Salary: Salary will be discussed and agreed upon during the hiring process, commensurate with experience and qualifications in Barcelona.
About the Role: As a Customer Success Agent, you are responsible for providing exceptional service to all our members and customers. With a deep understanding of our operations across multiple countries, you will manage our 24/7 service, becoming one of our top travel agents within our Customer department. Your role includes providing pre-departure support, answering customer inquiries, resolving issues, and achieving targets such as productivity and quality assurance scores.
Key Responsibilities:
- Provide pre-departure customer support: Answer incoming calls and emails, provide destination and trip information, assist with visas and entry requirements, add or remove excursions, and handle cancellations and refunds.
- Provide in-destination customer support: Handle incoming calls, emails, and messages, support customers with flight delays or cancellations, provide daily activity information, and manage crisis situations.
- Achieve targets: Focus on productivity, quality assurance, and staying up-to-date with changing processes and policies in a dynamic start-up environment.
Requirements:
- +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.
- Master at communication, listening, and soft skills, able to assess customer needs and provide appropriate recommendations.
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