Customer Service 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 do we offer?
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 customer service professionals to join our team as "Customer Support Agent", at one of today's fastest-growing travel companies. You'll be helping our customers before they depart and while they are in-destination to ensure we provide a differentiating level of customer service to set Exoticca apart

This is an exciting opportunity to utilize and develop your customer service skills in exchange for a highly competitive salary and limitless progression opportunities

What will you do?
Provide pre-departure, in-destination, and post-trip customer support:

• Handle customer contacts across channels including inbound calls, chats and cases, emails and chats
• 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 customer bookings
• Support customers with flight delays or cancellations
• Provide information about daily activities whilst in destination
• Manage communication about crisis situations
• Takes full ownership and accountability for problem resolutions
• Offers appropriate levels of compensation if applicable

Achieve targets:

• Productivity (number of calls and emails answered)
• Quality Assurance score
• CSAT, ASAT and Issue Resolution
• AHT
• Occupancy and schedule adherence
• Stay up to date with ever changing processes, procedures and policies in a dynamic and growing start-up environment

Requirements

• Previous Experience:

• Minimum 2 years of contact center and/or customer service experience

• Previous travel industry contact center experience preferred

• Supporting North American accounts / customers and deep understanding of customer preferences and culture essential.

• Linguistic Skills:

• C1/C2 level English (verbal, reading, writing) required

• C1/C2 level Spanish, French or German is a huge plus

• Technical Knowledge:

• Working knowledge of contact platforms will be helpful. (ie: Sprinklr, Genesys)

• Working knowledge of CRM systems such as Salesforce will be helpful
• Telephone communication and soft skills knowledge will be helpful

• Familiar with GDS platforms such as Amedeus will be helpful

• Education:

• Bachelor's degree in hospitality, travel, tourism, or any related field is preferred but not essential

Preferred Qualifications:

• Passionate about customer service
• 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
• Doesn'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

Essential Skills:

• Passionate about customer service
• 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
• 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 with Cobee
• Offices in Barcelona city
• 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

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.