Customer Support Agent

**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 is our proposal?** We’re looking for experienced sales/customer service professionals to join our newly launched team as a “B2B Support Agent”, at one of today's fastest-growing travel companies. You’ll be supporting our Travel Advisors from pre-sales, right through to post-trip by providing a differentiating level of customer service to set Exoticca apart This is an exciting opportunity to utilize and develop your sales and customer support skills in exchange for a highly competitive salary and limitless progression opportunities **What will you do?** Provide pre-sales advisor support: - Become a product expert to help our Advisors close the deal with their clients.- Process bookings for our Travel Advisors. - Create custom packages and follow up on special requests. - Liaise with our Product team to ensure Advisor needs are met. - Provide pre-departure and post-departure advisor support: - Provide destination and trip information. - Help with visas and country-specific entry requirements. - Add or remove excursions. - Make cancellations, service amendments and refund requests. - Provide information about land and flight services. - Help to solve confusion or problems with Advisors' bookings. - Handle flight changes, cancellation requests, and process refunds (Amadeus Flights). - Work directly with our land suppliers for booking requests.- Post-trip complaint management: - Thoroughly assess feedback/claims and provide compensation where necessary. - Report serious or common problems to relevant stakeholders. - Achieve targets: - Quality Assurance score - CSAT, ASAT and Issue Resolution - Occupancy and adherence - Stay up to date with ever-changing processes, procedures, and policies in a dynamic and growing start-up environment **Schedule Information**- 90% of our customers are based in North America. This role requires to work on rotational shifts, including nights and weekends. - Flexibility is required to work 2 weekends per month and bank holidays where neccessary **Requirements**: **Previous Experience**: Minimum 2 years of contact center and/or customer service experience. - Call center experience in the travel agency, airline, hotel, car rental, and/or hospitality industry is preferred but not essential. - Experience within B2B is a huge plus **Linguistic Skills**: - C1/C2 level of English (verbal, reading, writing) is required. and or - C1/C2 level of French (verbal, reading, writing) is required. and or - C1/C2 level of Spanish (verbal, reading, writing) is required. **Technical Knowledge**: - Working knowledge or contact platforms will be helpful. - Working knowledge of CRM systems such as Salesforce will be helpful. - Telephone communication and soft skills knowledge will be helpful. - Strong knowledge of Amadeus (Flights) GDS. **Education**: - Bachelor’s degree in hospitality, travel, tourism, or any related field is preferred but not essential. **Essential Skills**: - At least 2 years of experience working with Amadeus (Flights) GDS. - Passionate about providing exceptional customer support - Passionate about travel and exotic destinations - Master at communication, listening and soft skills - Able to assess a caller’s needs and provide appropriate recommendations. - Self-starter, self-managed, responsible, dedicated, and tenacious. - Not easily discouraged or frustrated. - Intuitive and adaptable to ever changing processes in a fast growing department. - Able to multitask, prioritize, and manage time effectively. - Comfortable and competent in using multiple systems concurrently. - Knows how to “smile” on the telephone. - Knows how to have fun, strive for success, and celebrate achievements NOTE: The following 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. **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. - Hybrid work model: Offices in Barcelona city. - Travel packages at reduced prices - Unlimited co