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 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
Call center experience in the travel agency, airline, hotel, car rental, and/or hospitality industry is preferred but not 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 or contact platforms will be helpful
Working knowledge of CRM systems such as Salesforce will be helpful
Telephone communication and soft skills knowledge will be helpful

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

Ability to adapt to a rotating schedule while supporting international markets, including the USA and Canada: 08:00-17:00 10:00-19:00 12:00-21:00 15:00-00:00 (Rotation between weekdays and weekends) Please note: schedules may adjust based on business needs
Start date: September 21
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!
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 versátil 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.
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📌 Customer Service Agent (ES + EN) (Barcelona)
🏢 Exoticca
📍 Barcelona