What Is Exoticca?Exoticca is a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips. At the core of Exoticca's brand equity is the commitment to "creating life milestones." We believe in delivering best-value trips, exploring unique destinations, curating extraordinary travel experiences, and demonstrating genuine care for both our customers and the planet. We are a professional, dynamic, multicultural team in rapid international growth, seeking new partners to help us create the best and most forward-thinking travel company of our generation.What do we do?We're looking for experienced professionals to join our team as a "B2B Coordinator", at one of today´s fastest-growing travel companies. You will be responsible for leading a team of "B2B Agents" handling partner sales and support queries.
Minimum 2 years of contact center and/or customer service experience. At least 2 years in a team leader, supervisor, or management role. Previous B2B experience is preferred. Experience in the travel agency, airline, hotel, car rental, and/or hospitality industry is highly preferred. Based in Barcelona. Linguistic Skills: C1/C2 level English (verbal, reading, writing) required. C1/C2 level Spanish (verbal, reading, writing) required. Technical Knowledge: Minimum 2-years experience working with Amadeus and/or other GDS platforms Deep knowledge of Amadeus / GDS and Travelfusion, on the operations and implementation part Familiarity with CRM, order management, and contact management systems and practices is a plus Salesforce knowledge and experience are highly desired Education: Bachelor's degree in hospitality, travel, tourism, or any related field is preferred but not essential Essential Skills: Master at communication, listening, and soft skills Able to assess your team's needs and provide appropriate fast resolutions 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 A natural leader with the ability to inspire and motivate Knows how to have fun, strive for success, and celebrate achievements Comfortable working on a 24/7 rotating schedule basis Comfortable and competent in prioritizing tasks and activities 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. Responsibilities: Manage a team of agents handling inbound and outbound telephone and email queries from B2B channel partner travel agents and Business Development Managers globally. Hit and exceed productivity, adherence, and quality KPIs. Monitor daily/weekly/monthly/quarterly performance to ensure departmental KPIs are achieved. Provide support and guidance to agents and serve as the primary escalation point. Carrying out regular 121s and coaching sessions with agents. Use data to propose processes, procedures, and/or product improvements. Define and suggest improvements for processes adapted for the B2B channel. Conduct transaction monitoring to assess the quality of the team performance and identify areas for improvement. Keep the team informed about various initiatives, targets, and performance metrics. Create and maintain a motivational and engaging team environment. Support B2B Manager in working cross-functionally with Travel Operations, Growth, Product, IT, Operations, Finance, Training, Workforce Management, Quality, P&P, Documentation, Recruitment Prepare ad-hoc reports as required by B2B Manager that measure team performance 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. Hybrid work model: Offices in Barcelona city. 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! NOTE: Flexibility with working hours is essential as the B2B team will cover markets across Europe, North America, and LATAM.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.
