Document Controller
hace 4 días
At Exoticca we are looking for people who want to offer their best to create unforgettable experiences for our customers. We are a young, dynamic, multicultural team in rapid international growth, seeking for new partners to help us create the best and most forward-thinking travel company of our generation
**What do we do?**
As the Customer Service “Document Controller”, you will be responsible for defining, managing, and continuously improving our training program including tools, content, learning aids, and learning documentation. In this role, you will work closely with cross-functional partners across the business including product, CRM, quality, reporting, sales, and support.
**What will you do?**
- Lead the development, implementation and maintenance of:
- Critical customer communications across channels including agent script
- IVR messaging
- Help center FAQs
- Knowledge base articles
- Chat templates
- Social media templates
- Customer review site templates
- Claims templates
- Drive the vision and strategy for enabling content development across a global, multicultural audience.
- Collaborate with functional leaders and cross-functional partners to develop, transition new workflows, and to ensure content is accurate and up-to-date.
- Keep updated with knowledge of our products, pricing, promotions, and procedures.
**Requirements**:
- +2 years of experience working as a communications specialist/Document Controller.
- +1 year of call centre industry experience.
- Content and knowledge management systems, preferably Confluence.
- Excellent written communication skills are critical.
- Advanced experience managing and updating digital content, assets and records.
- Understands knowledge workflows and knowledge properties.
- Fluency in English (Spanish is a plus).
Preferred:
- Experience with the travel sector preferred.
- Salesforce knowledge and experience are highly desirable.
- 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.
**Benefits**
- 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.
- Hybrid work model. You can work 3 days from home and 2 days at the office per week. Offices in the heart of Barcelona (right next to Plaça Catalunya).
- Travel packages at reduced prices
- Unlimited coffee, team lunches, English/Spanish lesson, bi-annual company parties, afterworks.
- Referral bonus, if you bring people as talented as you.
- And last but not least, becoming part of a fun and motivated multicultural team at an agile and rapid growing organization
- Exoticca is an equal opportunity employer. Diversity and inclusiveness are our core. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under European, country, or local law._
**_ #LI-Hybrid_
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