CUSTOMER SERVICE AGENT (NIGHT SHIFT)

What is Exoticca?At Exoticca we are looking for people who want to offer the best of themselves and to generate unforgettable experiences for their users.We are a young, dynamic, multicultural team, in a moment of international expansion and therefore, we are looking for new traveling companions.Exoticca is a company created in 2013 by professionals specialized in the development and online distribution of travel.Our mission is to provide our clients with the possibility of getting to know the most beautiful and stimulating places on the planet, through the best travel proposals on the market.Features such as innovative design, easy usability and intuitive navigation, together with values such as transparency, dedication to service, security, respect and admiration for the different cultures of the world, make Exoticca the ideal showcase to publicize your establishment and retain a high profile customer.What do we offer?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. 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!This is an exciting opportunity to utilize and develop your customer service skills in exchange for a highly competitive salary and limitless progression opportunities!Schedule Information:Set overnight shifts, between 23.00-08.00.Flexibility is required to work weekends and bank holidays as required.What will you do?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 the destination.Manage communication about crisis situations.Achieve targets:Productivity (number of calls and emails answered)Quality Assurance scoreCSAT, ASAT and Issue ResolutionOccupancy and adherenceStay up to date with ever-changing processes, procedures, and policies in a dynamic and growing start-up environment!RequirementsPrevious Experience: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.Linguistic Skills:C1/C2 level English (verbal, reading, writing) required.C1/C2 level Spanish, French or German is a huge plus! Technical Knowledge: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.Education:Bachelor’s degree in hospitality, travel, tourism, or any related field is preferred but not essential.Preferred Qualifications: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.Don’t get 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.A natural leader with the ability to inspire and motivate.Knows how to have fun, strive for success, and celebrate achievements!NOTE: The following are the major responsibilities of this position and are not intended to cover each aspect of the position as the scope and duties may change or be temporarily altered based on the current business needs of the Company. The basic requirement of every position is to perform all tasks as assigned by the reporting authority.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.Hybrid work model (you can work 3 days from home and 2 days at the office per week. Offices in the heart of Barcelona (right next to Plaça Catalunya)).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!Exoticca is an equal opportunity employer. Diversity and inclusiveness are our core. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under European, country, or local law.