Customer Service Agent, Exoticca

• 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
• C1/C2 level English (verbal, reading, writing) required
• C1/C2 level Spanish, French or German is a huge plus!
• 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
• Bachelor’s degree in hospitality, travel, tourism, or any related field is preferred but not essential

Desirable

• 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!
• Set overnight shifts, between 23.00-08.00
• Flexibility is required to work weekends and bank holidays as required
• 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 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!
• 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