Customer Service Coordinator

**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 of around +300 people, in rapid international growth, seeking for new partners to help us create the best and most forward-thinking travel company of our generation.

We are a highly ambitious and well-balanced start-up, backed by top national and international investors that have also participated in the growth of other success stories, such as Skype, Wallapop, Glovo, Wix, Idealista, among others.

**What is our proposal?**

Exoticca is a leading travel platform in Europe and North America, offering exciting, memorable, and affordable travel experiences in over 65 locations

We’re looking for experienced professionals to join our team as a “B2B Coordinator”, at one of today´s fastest-growing travel companies. You will be responsible for leading a team of “B2B Agents” handling partner sales and support queries.

**What will yo do?**
- Hit and exceed productivity, adherence, and quality KPIs.
- Monitor daily performance to ensure departmental KPIs are achieved.
- Provide support and guidance to agents and serve as the primary escalation point.
- Carrying out regular 121s and coaching sessions with agents
- Use data to propose processes, procedures, and/or product improvements.
- Define and suggest improvements for Sales & Customer Success processes adapted for the B2B channel.
- Conduct transaction monitoring to assess the quality and identify areas for improvement.
- Work with training to update and refresh content as needed.
- Keep the team informed about various initiatives, sales targets, and performance metrics.
- Create and maintain a motivational and engaging team environment.
- Support B2B Manager in working cross-functionally with Training, Product, IT, Operations, Finance, Recruitment, WFM, QA, CSPP, Documentation, Travel Operations & Growth Prepare WBR, QBR, and other ad-hoc reports as required that measure team performance.

**NOTE: These are the major responsibilities of this position and are not intended to cover each aspect of the position as the scope and duties may change or be temporarily altered based on the current business needs of the Company. The basic requirement of every position is to perform all tasks as assigned by the reporting authority.**

**Requirements**:
**Previous Experience**:

- Minimum 2 years of contact center telesales and/or customer service experience.
- At least 2 years in a team leader, supervisor, or manager role.
- Previous B2B channel experience is preferred. Telesales experience in the travel agency, airline, hotel, car rental, and/or hospitality industry is highly preferred.

**Linguistic Skills**:

- C1/C2 level English (verbal, reading, writing) required. C1/C2 level Spanish (verbal, reading, writing) is a bonus.

**Technical Knowledge**:

- Minimum 1-year experience working with Amadeus and/or other GDS platforms.
- Familiarity with CRM, order management, and contact management systems and practices is a plus. Salesforce knowledge and experience are highly desired.

**Education**:
Bachelor’s degree in hospitality, travel, tourism, or any related field is preferred but not essential.

**Essential Skills**:

- Passionate about travel and exotic destinations
- Master at communication, listening, and soft skills
- Able to assess your team's needs and provide appropriate resolutions
- Self-starter, self-managed, responsible, dedicated, and tenacious.
- Don't get easily discouraged or frustrated.
- Able to multitask, prioritize, and manage time effectively.
- Comfortable and competent in using multiple systems concurrently.
- Knows how to “smile” on the telephone.
- A natural leader with the ability to inspire and motivate.
- Knows how to have fun, strive for success, and celebrate achievements

**Benefits**
- Highly competitive salary
- Flexible work-from-home policy.
- Discounted gym membership.
- Access to free eLearning courses to help you learn and grow.
- Free English and Spanish courses.
- Free coffee in the office (with many types of milk alternatives).
- Office in the heart of Barcelona at Plaça Catalunya with a beautiful outdoor terrace to enjoy on your break.
- Monthly company patio parties.
- Quarterly team building budget.
- Two annual spectacular company parties
- Receive a permanent contract from the start.
- Travel at reduced prices
- Enroll in private health insurance at a reduced rate.
- Receive flexible compensation on transportation and food with Cobee.
- Receive a referral bonus, if you bring people as talented as you.
- And last but not least, join a fun and motivated multicultural team at an agile and rapidly growing organization

**NOTE: Flexibility with working hours is essential as the B2B team will cover markets across Europe, North America, and LATAM.**
- Exoticca is an equal opportunity employer. Diversity and inclusiveness