What is Exoticca?
At Exoticca, we are looking for people who want to offer the best of themselves and generate unforgettable experiences for our users. We are a young, dynamic, multicultural team, currently in a phase 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, and respect for different cultures, 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 a "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!
What will you do? Schedule Information: Monday to Friday 09:00h - 18:00hProvide 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 destination.Manage communication about crisis situations.Achieve targets: Productivity (number of calls and emails answered), 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!Previous 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 German and English (verbal, reading, writing) required. C1/C2 level Spanish is a huge plus!
Technical Knowledge:
Working knowledge of 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.
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