• We’re looking for experienced customer service professionals to join our team as “Customer Success Agent”, at one of today's fastest-growing travel companies
• 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
• C1/C2 level German and English (verbal, reading, writing) required
• C1/C2 level Spanish is a huge plus!
• 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
• Bachelor’s degree in hospitality, travel, tourism, or any related field is preferred but not essential

Desirable

• 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!
• 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
• Help to solve confusion or 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!