Responsibilities

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!

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!

Benefits

Unlimited tea & coffee: Enjoy a cup of “Good News” coffee while connecting with colleagues

Referral bonus: Bring people as talented as you are to earn a nice bonus!

Exoticca events: Enjoy regular afterworks, plus bi-annual parties and team lunches

Language courses:



Improve your Spanish or English with free language courses

Exoticca packages: Travel packages at reduced prices for employees and family/friends!

Adaptable compensation: Use part of your salary for food/transportation with Cobee or get private health insurance with DKV

Multicultural team: Learn from a diverse team with different backgrounds and perspectives

Qualifications

Call center experience in the travel agency, airline, hotel, car rental, and/or hospitality industry is preferred but not essential.

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

Telephone communication and soft skills knowledge will be helpful.

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

Working knowledge of CRM systems such as Salesforce will be helpful.

Working knowledge or contact platforms will be helpful.

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

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

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.

Able to multitask, prioritize, and manage time effectively.

Doesn’t get easily discouraged or frustrated.

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!

📌 Customer Service Agent (Madrid)
🏢 Exoticca
📍 Madrid