Exoticca

Customer Support

• Customer Success team available 24/7; flexibility required to work daytime, afternoon or overnight shifts based on business needs.
• 90% of customers are based in North America; most common shift is 15.00-03.00 (CET).
• Flexibility required to work 2 weekends per month and bank holidays.
• Provide pre-departure customer support: answer incoming calls and emails; 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; resolve problems with customer bookings.
• Provide in-destination customer support: handle incoming calls, emails and Whatsapp messages; support customers with flight delays or cancellations; provide information about daily activities whilst in destination; manage communication about crisis situations.
• Achieve targets: productivity (number of calls and emails answered); Quality Assurance score; CSAT, ASAT and Issue Resolution; occupancy and adherence.
• Stay up to date with ever changing processes, procedures and policies in a dynamic and growing start-up environment.

Customer Service Agent, English