Customer Service Agent, Exoticca
Night Shift
More information about location
Travel tour & package provider
Posted today
Travel tour & package provider
201-500 employees
Posted today
More information about location
201-500 employees
Company mission
To help travellers worldwide fulfil their dreams.
Role
Who you are
- 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
- Passionate about customer service!
- Passionate about travel and exotic destinations!
- Master at communication, listening and soft skills!
- Able to assess a caller’s needs and provide appropriate recommendations
- Self-starter, self-managed, responsible, dedicated, and tenacious
- Doesn’t get easily discouraged or frustrated
- Able to multitask, prioritize, and manage time effectively
- Comfortable and competent in using multiple systems concurrently
- Knows how to “smile” on the telephone
- A natural leader with the ability to inspire and motivate
- Knows how to have fun, strive for success, and celebrate achievements!
- Not easily discouraged or frustrated
What the job involves
- 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!
Our take
Booking travel tours and package holidays in exotic locations lead many people to seek logistics help from travel agents. However, the complexity of these packages often means there is little variety available at local branches with extremely high prices, raising the question as to why there is not a more modern and innovative solution available online.
Exoticca provides an online platform for the booking of holiday packages and tours, with a focus on curating luxury destinations that are chosen by travel experts and provided at heavy discounts negotiated through airlines and hotels. The company also aims to provide a frictionless end-to-end travel experience by covering insurance, ABTA and ATOL guarantees, free cancellation, and COVID-19 protection. After renewed funding in 2025, Exoticca is expanding its international presence as well as deepening its commitment to AI-driven technology, so it can stay ahead in the ever evolving market.
Online travel agents have been around since the dawn of the internet, but Exoticca stands out with its focus on providing curated packages for travel enthusiasts at exclusive locations. Furthermore, the company’s emphasis on convenience and inclusivity ensures that every formality is handled, removing the complexity of travel packages and tours to open the market to a wider audience.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
49% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jul 2024
$69.3m
SERIES D
Jul 2021
$29.2m
SERIES C
Total funding: $125.2m
Company benefits
- Unlimited tea & coffee: Enjoy a cup of "Good News" coffee while connecting with colleagues
- Referral bonus: Bring people as talented as you are to earn a nice bonus!
- Exoticca events: Enjoy regular afterworks, plus bi-annual parties and team lunches
- Language courses: Improve your Spanish or English with free language courses
- Exoticca packages: Travel packages at reduced prices for employees and family/friends!
- Flexible compensation: Use part of your salary for food/transportation with Cobee or get private health insurance with DKV
- Multicultural team: Learn from a diverse team with different backgrounds and perspectives
Company HQ
Sant Gervasi - Galvany, Barcelona, Spain
Leadership
Pere Valles
(CEO)Pere is the co-founder and General Partner at Smartech Capital. Previously, they served as the CEO of Scytl Innovating Democracy for 14 years.
Salary benchmarks
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