Customer Service Agent

Who you are

• 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
• 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
• Doesn’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!
• Not easily discouraged or frustrated

What the job involves

• Exoticca is a leading travel platform in Europe and North America, offering exciting, memorable, and affordable travel experiences in over 65 locations!
• We’re looking for experienced customer service professionals to join our team as “Customer Support 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!
• Provide pre-departure, in-destination, and post-trip customer support:
• 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
• Takes full ownership and accountability for problem resolutions
• Offers appropriate levels of compensation if applicable
• Achieve targets:
• Productivity (number of calls and emails answered)
• Quality Assurance score
• CSAT, ASAT and Issue Resolution
• AHT
• Occupancy and schedule adherence
• Stay up to date with ever changing processes, procedures and policies in a dynamic and growing start-up environment!

Benefits

• Unlimited tea & coffee: Enjoy a cup of "Good News" coffee while connecting with colleagues
• Referral bonus: Bring people as talented as you are to earn a nice bonus!
• Exoticca events: Enjoy regular afterworks, plus bi-annual parties and team lunches
• Language courses: Improve your Spanish or English with free language courses
• Exoticca packages: Travel packages at reduced prices for employees and family/friends!
• Flexible compensation: Use part of your salary for food/transportation with Cobee or get private health insurance with DKV
• Multicultural team: Learn from a diverse team with different backgrounds and perspectives