Who you are

- 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.

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

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

- 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

- 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

- 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!

- Not easily discouraged or frustrated

What the job involves

- 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!

- 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 different backgrounds and perspectives

📌 Customer Service Agent (Barcelona)
🏢 Exoticca
📍 Barcelona