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About the role
- Customer Support Agent for Exoticca, an online travel agency. Responsible for customer support across various channels before, during, and after travel.
Responsibilities
- 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.
- Previous travel industry contact center experience preferred.
- Supporting North American accounts / customers and deep understanding of customer preferences and culture 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 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.
- Education:
- Bachelor’s degree in hospitality, travel, tourism, or any related field is preferred but not essential.
- **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!
Benefits
- Competitive compensation package in line with job responsibilities and experience.
- Additionally, we propose the use of flexible 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!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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