Customer Service Agent, Exoticca

• 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
• Not easily discouraged or frustrated

Desirable

• 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!