Customer Service Agent, Exoticca

• +2 years of contact centre and/or customer service experience
• Call centre experience in the travel agency, airline, hotel, car rental, and/or hospitality industry is preferred but not essential
• Master at communication, listening and soft skills! Able to assess a caller’s needs and provide appropriate recommendations
• Night shift availability: you can work polyvalent schedules, including evenings, weekends, and holidays
• Fluency in English; we have a special interest in multilingual talents, mainly in our markets: Germany, France, Spain, UK, US and CA

Desirable

• As a Customer Success Agent of the Exoticca team, you are responsible for providing the best service to all our members and customers
• With a great perspective on all our operations, managing the different countries we are operating in providing a 24/7 service, your role consists in becoming one of our top travel agents within our Customer department
• 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: such as Productivity (number of calls and emails answered), Quality Assurance score, etc
• Stay up to date with ever-changing processes, procedures and policies in a dynamic and growing start-up environment!