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Senior Customer Success Coordinator
hace 3 semanas
**What is Exoticca?**
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 new partners to help us create the best and most forward-thinking travel company of our generation.
**What are we proposing?**
We’re looking for experienced customer service professionals to join our team as “Senior Customer Success Coordinator”, at one of today´s fastest-growing travel companies. You’ll be managing a team of Customer Success Coordinators, ensuring we provide a differentiating level of customer service to set Exoticca apart
**What will you do?**
- Direct management of a team of Customer Success Coordinators.
- Hit and exceed productivity, adherence and quality KPIs.
- Provide support and guidance to Coordinators and serve as the primary escalation point.
- Prepare and present WBR, QBR, and other ad-hoc reports as required that measure team performance.
- Act as point of contact in Customer Success for processes, procedures, and/or product improvements.
- Support the roll out of new processes and procedures in a dynamic and ever changing environment.
- Work cross-functionally with training, quality, product, IT, operations, People and Finance.
**Requirements**:
- An outstanding supervisory experience of +2y with multicultural teams in a contact centre/customer service environment
- A strong understanding of business goals and standards for customer service
- The ability to effectively organize and manage multiple company initiatives.
- The ability to communicate effectively with senior management and other departments.
- A positive and proactive working approach.
- High flexibility and schedule adaptation.
- Fluency in English (Spanish will be a plus).
Preferred Qualifications:
- Contact center experience in the Travel industry (2 years).
- Telesales experience in the travel agency, airline, hotel, car rental, and/or hospitality industry.
- Proven track record in performance management and exceeding business results
- Prior experience in utilization of CRM such as Salesforce
**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 wit Cobee.
- Hybrid work model: you can work from home and the office. Offices in the heart of Barcelona (right next to Plaça Catalunya).
- Permanent contract from the start.
- Travel packages at reduced prices
- Referral bonus, if you bring people as talented as you.
- Unlimited coffee, team lunches, afterworks, English/Spanish lesson, bi-anual company parties.
- 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._
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