Customer Support Coordinator B2B (Amadeus Specialist - Afternoon Shift
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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.

What is our proposal?

As B2B Coordinator you will lead and support a team of B2B agents in delivering exceptional service to travel advisor partners and BDMs of each territory (Business Developer Managers) by monitoring performance, coaching team members, resolving escalations, and continuously improving processes tailored to the B2B channel.

What will you do?

Team Supervision and Escalation Management: Managing agent queries, calls, and emails, acting as escalation point

Performance Monitoring: Tracking KPIs, adherence, productivity,



and reporting progress

Coaching and 1:1s: conducting regular feedback sessions and supporting agent development

Process and Quality Improvement: Using data to propose improvements and ensure quality standards

Communication: Keeping team aligned with targets, updates, and initiatives

Cross-functional Support: Collaborating with departments like Product, Ops, IT, QA, etc.

Reporting: Preparing performance or ad-hoc reports for the B2B Manager

Requirements

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

At least 2 years in a team leader, supervisor, or management role

Strong experience with Amadeus or other GDS platforms (min. 2 years)

Advanced knowledge of Amadeus/GDS operations and implementation

Fluency in English and Spanish (C1/C2 in both written and verbal)

Experience in the travel, airline, hotel, sales and/or hospitality industry is highly prefe

📌 Customer Support CoordinatorB (Madrid)
🏢 Exoticca
📍 Madrid