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Contact Center Process
hace 1 mes
What is Exoticca?
Exoticca is a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips. At the core of Exoticca's brand equity is the commitment to "creating life milestones." We believe in delivering best-value trips, exploring unique destinations, curating extraordinary travel experiences, and demonstrating genuine care for both our customers and the planet.
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.
What do we do?
As the “Contact Center & Travel Operations Process & Procedures Specialist”, you will be responsible for evaluating and defining appropriate processes and procedures across contact channels, teams, and use cases. You will be the primary point of contact interfacing cross-functionally to ensure customer service needs are met.
What will you do?
- Responsible for process assessments, process design, and redesign.
- Responsible for evaluating and defining appropriate processes and procedures across contact channels, teams, and use cases.
- Act as the primary point of contact interfacing cross-functionally to ensure customer service requirements and constraints are considered.
- Analyze operating data and statistics to identify opportunities, develop action plans, and implement process improvements.
- Map processes and procedures and use data insights to continuously identify efficiency, productivity, and customer experience improvement opportunities.
- Represent the “voice of the customer” in process design, while taking into account business constraints.
- Monitor and measure the benefits of post-process implementation to ensure product quality, efficiency, and improvement.
- Ability to summarize, visualize, and present data.
- Provide support and expertise to help implement various projects and initiatives.
Previous Experience:
- Minimum of two (2) years of call center industry experience of which at least one (1) should be in the travel sector.
- Minimum of two (2) years experience working dealing with processes and procedures, quality, business analysis, or project management role.
Linguistic Skills: (Based on Common European Framework of Reference)
- C1/C2 level English (verbal, reading, writing) is required.
- B1/B2 level in Spanish (verbal, reading, writing) is preferred.
Technical Knowledge:
- Familiarity with CRM, order management, and contact management systems and practices is a plus.
- Salesforce knowledge and experience are highly desirable.
- Minimum one (1) year of experience working with Amadeus and/or other reservation systems with sound knowledge of ticketing/re-issuance & refund process. Certification from IATA/ travel institute is desirable.
- Analytical skills for reviewing information, analyzing data, and making appropriate recommendations for improvement.
- Knowledge of key call center metrics, including expected occupancy, utilization, service levels, handle time, abandonment rate, and ASA.
- Experience translating business requirements into technical requirements.
- Experience working with process maps, workflows, and diagrams.
- Able to translate complex processes into easy-to-understand agent work instructions.
- Project management experience.
- Experience in Lean or Six Sigma methodologies is a plus.
Education:
- BS/BA degree with a concentration in business, management, IT, or other related fields.
Essential Skills & Behaviors:
- Self-starter, self-managed, responsible, dedicated, and tenacious.
- Doesn’t get easily discouraged or frustrated.
- Excellent organizational and time management skills.
- Outstanding communication and presentation skills.
- Critical thinker.
- Creative problem solver.
- Great analytical skills.
- Data-driven approach.
- Passionate about travel and exotic destinations
- Knows how to have fun, strive for success, and celebrate achievements
Join Exoticca and play a pivotal role in creating life milestones through unforgettable travel experiences This is your opportunity to shape the future of a dynamic and innovative travel brand on a global scale.
Exoticca es una empresa que ofrece igualdad de oportunidades. La diversidad y la inclusión son nuestro núcleo. No discriminamos por motivos de raza, color, religión, estado civil, edad, origen nacional, ascendencia, discapacidad física o mental, condición médica, embarazo, información genética, género, orientación sexual, identidad o expresión de género, condición de veterano, o cualquier otro estado protegido por la legislación europea, nacional o local.
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