Exoticca

Customer Service Agent, EN

Exoticca

full-time

Posted on:

Location Type: Hybrid

Location: Barcelona • Spain

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About the role

  • 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.
  • Take full ownership and accountability for problem resolutions.
  • Offer appropriate levels of compensation if applicable.
  • Achieve targets: Productivity, Quality Assurance score, CSAT, AHT, and schedule adherence.
  • Stay up to date with ever changing processes, procedures, and policies in a dynamic and growing start-up environment!

Requirements

  • 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.
  • ****Essential Skills:**
  • 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.
  • Not 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.
  • 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!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicecontact center experiencetrip informationvisa assistanceflight servicesproblem resolutionproductivity targetsquality assuranceCSATAHT
Soft Skills
communicationlisteningself-starterresponsibilitydedicationtenacitymultitaskingprioritizationtime managementcustomer service passion