B2B Customer Experience Coordinator

Exoticca international; Barcelona; On-site; EUR 32,000 - 52,000; Full time

Benefits offered by this job

Unlimited tea & coffee

Referral bonus

Exoticca events

Language courses

Travel packages discount

Flexible compensation

Multicultural team

Job summary

Exoticca is seeking a B2B Operations Coordinator – Customer Experience to support day‑to‑day performance and continuous improvement of B2B support operations for Travel Advisors. You will ensure productivity, quality, service levels and customer satisfaction, while supervising the team and resolving escalated issues.

You will lead end‑to‑end customer experience performance, monitor real‑time KPIs, and guide the team to achieve target outcomes.

Qualifications

• 2+ years people management experience.
• Excellent leadership and interpersonal skills.
• Multitask ability and customer‑focus mindset.
• Fluent English level.
• Outstanding written and verbal communication skills.
• Rotating shifts Mon-Sun 09:00–18:00.
• Deep knowledge of Amadeus / GDS, operations and implementation.

Responsibilities

• Own B2B customer experience performance end‑to‑end, including service levels, backlog, response times and customer satisfaction.
• Daily supervision, reporting and monitoring of KPIs.
• Mentor, motivate and develop the team to meet customer expectations.
• Serve as a frontline contact for escalated internal issues and complex cases.
• Monitor DMC and Travel Advisors inquiries affecting Exoticca products and report as needed.

Tools

Salesforce

Travelfusion

Amadeus / GDS

Job description

• We are looking for a B2B Operations Coordinator – Customer Experience to support the day-to-day performance and continuous improvement of our B2B support operations, ensuring a high-quality experience for our Travel Advisors
• This role plays an important part in the daily coordination of the operation, helping the team maintain high standards of productivity, quality, service levels, and customer satisfaction
• You will be responsible for ensuring standards for productivity and quality are achieved, managing individual and team performance expectations and goals, monitoring real-time KPIs, and serving as a leader and point of contact for escalated contact resolution of a supervisory or sensitive nature
• You will also act as a key point of contact for the team, providing guidance on complex cases and supporting the resolution of escalated or sensitive customer situations when required
• Own B2B customer experience performance end‑t‑end, including service levels, backlog, response times, and customer satisfaction
• Daily supervision, report and monitoring of KPIs
• Continually engaging, motivating, supporting, and developing your team to achieve success and meet customer expectations
• Constantly supervise, and report DMC & Travel Advisors inquiries when they affect Exoticca products
• Act as first point of contact for escalated internal issues, taking ownership for a successful resolution

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

Requirements

• Multitask ability and customer‑focus mindset
• Excellent leadership and interpersonal skills
• 2+ years people management experience
• Experience working with systems as Salesforce and Travelfusion are a must
• Experience in B2B operations (Travel or marketplaces is a strong plus)
• Experience working with DMC is required
• Fluent English level
• Outstanding written and verbal communication skills
• Rotating shifts from Monday to Sunday, starting hour from 09:00h up to 18:00h
• Deep knowledge of Amadeus / GDS, on the operations and implementation part