OverviewExoticca 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 deliver best-value trips, explore unique destinations, curate extraordinary travel experiences, and demonstrate genuine care for customers and the planet. Exoticca is a professional, dynamic, multicultural team in rapid international growth, seeking new partners to create the best and most forward-thinking travel company of our generation.What 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 are looking for experienced customer service professionals to join our team as “Customer Support Agent.” You will help our customers before they depart and while they are in-destination to provide a differentiating level of service and set Exoticca apart. This is an opportunity to develop your customer service skills in a highly competitive salary with progression opportunities.Role emphasis:
provide pre-departure, in-destination, and post-trip customer support to ensure smooth travel experiences.What will you do?- Handle customer contacts across channels including inbound calls, chats, cases, and emails.- Provide destination and trip information;
assist with visas and country-specific entry requirements.- Add or remove excursions;
process cancellations, service amendments, and refund requests.- Provide information about land and flight services;
help resolve booking issues.- Support customers with flight delays or cancellations;
provide information about daily activities in destination.- Manage communication about crisis situations;
take ownership for problem resolutions.- Offer appropriate levels of compensation when applicable.Targets and metrics- Productivity (calls and emails answered) and Quality Assurance scores.- CSAT, ASAT, and issue resolution;
average handle time (AHT).- Occupancy and schedule adherence;
stay up to date with processes, procedures, and policies in a dynamic startup environment.Experience and skills- Minimum 2 years of contact center and/or customer service experience;
previous travel industry contact center experience preferred;
experience supporting North American accounts and understanding customer preferences and culture is essential.- Linguistic skills:
English proficiency at C1/C2 (verbal, reading, writing) required;
Spanish, French, or German at C1/C2 is a plus.- Technical knowledge:
working knowledge of contact platforms (e.G., Sprinklr, Genesys);
familiarity with CRM systems such as Salesforce;
experience with GDS platforms (e.G., Amadeus) is helpful.- Education:
Bachelor’s degree in hospitality, travel, tourism, or related field is preferred but not essential.Preferred qualifications- Passionate about customer service and travel;
excellent communication, listening, and soft skills.- Ability to assess caller needs and provide appropriate recommendations;
self-starter, responsible, tenacious, and capable of multitasking.- Calm under pressure, able to manage multiple systems concurrently, and maintain a positive, professional demeanor on the phone.- Natural leader with the ability to inspire;
enjoy teamwork and celebrating achievements.Essential skills- Passionate about customer service and travel;
strong communication and listening abilities.- Able to assess needs and provide recommendations;
self-motivated and resilient.- Multitasking, prioritization, and time management;
comfortable with multiple systems simultaneously.- Professional telephone manner and a positive attitude.Note:
The following are major responsibilities and may change based on business needs. The role may include additional tasks as assigned by the supervisor.- Competitive compensation aligned with responsibilities and experience.- Flexible compensation options for diet, transportation, and private health insurance with Cobee.- Office location in Barcelona;
travel packages at reduced prices.- Unlimited coffee, team lunches, English/Spanish lessons, bi-annual company parties, and afterworks.- Referral bonuses for recruiting talented individuals.- Join a fun, motivated, multicultural team in an agile, rapidly 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 is an equal opportunity employer. Diversity and inclusion are core values. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected by law. #LI-Hybrid#J-18808-Ljbffr