Customer Support Agent, Exoticca

• 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
• Experience within B2B is a huge plus!
• C1/C2 level of English (verbal, reading, writing) is required
• C1/C2 level of French (verbal, reading, writing) is required
• C1/C2 level of Spanish (verbal, reading, writing) is required
• 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
• Strong knowledge of Amadeus (Flights) GDS
• Bachelor’s degree in hospitality, travel, tourism, or any related field is preferred but not essential
• At least 2 years of experience working with Amadeus (Flights) GDS
• Passionate about providing exceptional customer support!
• 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
• Intuitive and adaptable to ever changing processes in a fast growing department
• 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!

• We’re looking for experienced sales/customer service professionals to join our newly launched team as a “B2B Support Agent”, at one of today's fastest-growing travel companies
• You’ll be supporting our Travel Advisors from pre-sales, right through to post-trip by providing a differentiating level of customer service to set Exoticca apart!
• This is an exciting opportunity to utilize and develop your sales and customer support skills in exchange for a highly competitive salary and limitless progression opportunities!
• Provide pre-sales advisor support:
• Become a product expert to help our Advisors close the deal with their clients
• Process bookings for our Travel Advisors
• Create custom packages and follow up on special requests
• Liaise with our Product team to ensure Advisor needs are met
• Provide pre-sales and pre-departure advisor support:
• Answer incoming calls and emails from our B2B Travel Advisors
• 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 Advisors' bookings
• Post-trip complaint management:
• Thoroughly assess feedback/claims and provide compensation where necessary
• Report serious or common problems to relevant stakeholders
• Achieve targets:
• Productivity (number of calls and emails answered per day/week)
• 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!
• 90% of our customers are based in North America. This role requires to work on rotational shifts, including nights and weekends
• Flexibility is required to work 2 weekends per month and bank holidays where neccessary

• Flexible compensation management for diet, transportation, private health insurance with Cobee
• Hybrid work model: you can work from home and the office at your convenience. Offices in the heart of Barcelona (right next to Plaça Catalunya)
• Permanent contract from the start
• Travel packages at reduced prices!
• Referral bonus, if you bring people as talented as you
• Unlimited coffee, team lunches, English lessons, quarterly activities, biannual parties
• And last but not least, becoming part of a fun and motivated multicultural team at an agile and rapid growing organization!

Total funding: $124.4m

Booking travel tours and package holidays in exotic locations lead many people to seek logistics help from travel agents. However, the complexity of these packages often means there is little variety available at local branches with extremely high prices, raising the question as to why there is not a more modern and innovative solution available online.