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

Versátil 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 differ

📌 Customer Service Agent (Madrid)
🏢 Exoticca
📍 Madrid