Customer Support Agent, Exoticca
B2B
Travel tour and package provider
Open for applications
Travel tour and package provider
201-500 employees
Open for applications
201-500 employees
Company mission
Exoticca's mission is to make people's dream trips come true.
Role
Who you are
- 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!
What the job involves
- 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!
- Our B2B Support Team is available from 8am-3am, so flexibility is required to work daytime, afternoon or overnight shifts and/or weekends based on business needs
- 90% of our customers are based in North America, so the most common shift pattern will be during the 15.00-03.00 (CET) timeframe
- We are currently providing support for our advisors in UK, US, Canada, Spain and LATAM with more markets coming soon, so depending on your language skills, you will rotate to cover all these territories
- Flexibility is required to work 2 weekends per month and bank holidays where neccessary
Our take
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.
Exoticca provides an online platform for the booking of holiday packages and tours, with a focus on curating luxury destinations that are chosen by travel experts and provided at heavy discounts negotiated through airlines and hotels. The company also aims to provide a frictionless end-to-end travel experience by covering insurance, ABTA and ATOL guarantees, free cancellation, and COVID-19 protection. After renewed funding in 2022, Exoticca has also expanded into B2B verticals, selling software to traditional travel agencies, and is steadily expanding into North and Latin America through its Miami office.
Online travel agents have been around since the dawn of the internet, but Exoticca stands out with its focus on providing curated packages by travel enthusiasts at exclusive locations. Furthermore, the company’s emphasis on convenience and inclusivity ensures that every formality is handled, removing the complexity of travel packages and tours to open the market to a wider audience.
Kirsty
Company Specialist
Insights
Some candidates hear
back within 2 weeks
49% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jul 2024
$66.6m
SERIES D
Jul 2021
$28m
SERIES C
Total funding: $120.3m
Company benefits
- 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!
Company HQ
Dreta de l'Eixample, Barcelona, Spain
Articles
Founders
Jesus Rodriguez Fernandez
(President)Experience as Assistant General Manager for Karisma Tours from 2007 to 2011. Tour Operation Manage for Privalia Travel from 2011 to 2013.
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