Customer Care Coordinator

JR Spain; Barcelona; Híbrido; EUR 30.000 - 60.000; Jornada completa

Descripción de la vacante

Una empresa innovadora en el sector de viajes busca un Coordinador de Equipo para liderar su equipo de Atención al Cliente. En esta emocionante posición, serás responsable de aumentar la satisfacción y lealtad del cliente, supervisando el rendimiento del equipo y asegurando el cumplimiento de estándares de calidad. Con un enfoque en la resolución de problemas y la mejora continua, tendrás la oportunidad de impactar directamente en la experiencia del cliente. Además, disfrutarás de un modelo de trabajo híbrido, beneficios competitivos y la posibilidad de formar parte de un equipo multicultural y dinámico. Si te apasiona el servicio al cliente y buscas un entorno desafiante, esta es la oportunidad perfecta para ti.

Servicios

Paquete de compensación competitiva

Seguro de salud privado

Modelo de trabajo híbrido

Paquetes de viaje a precios reducidos

Bono por referencias

Café ilimitado

Actividades trimestrales

Fiestas bi-anuales

Formación

• Excelentes habilidades de liderazgo y comunicación.
• Experiencia en atención al cliente y manejo de quejas.

Responsabilidades

• Supervisar y motivar al equipo de atención al cliente.
• Monitorear KPI y gestionar quejas de clientes.

Conocimientos

Liderazgo

Comunicación escrita y verbal

Adaptación a horarios

Enfoque en el cliente

Manejo de quejas

Educación

Experiencia en atención al cliente

Conocimiento de Salesforce o CRM similar

Herramientas

Salesforce

Descripción del empleo

What is Exoticca?

Do you like traveling? Do you enjoy the exotic? Do you like strong challenges? If the answer is YES, welcome to Exoticca! At Exoticca, we are looking for people who want to offer their best to create unforgettable experiences for our customers. We are a young, dynamic, multicultural team of around 200 people, in rapid international growth, seeking new partners to help us create the best and most forward-thinking travel company of our generation. We are a highly ambitious and well-balanced start-up, backed by top national and international investors that have also participated in the growth of other success stories, such as Skype, Wallapop, Glovo, Wix, Idealista, among others.

What is our proposal?

We are looking for a qualified Team Coordinator to manage our Customer Care team, increasing customer satisfaction, retention, and loyalty. You will be responsible for ensuring standards for quality and customer support 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. This position is vital in driving customer satisfaction effectiveness, ensuring quality and compliance. 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 engaging the team into a 5-star service with a great impact on customer loyalty and NPS.

What will you do?

1. Continually engage, motivate, support, and develop your team to achieve success and meet customers’ expectations.
2. Daily supervision, report, and monitoring of KPIs (Reviews, NPS, and cases management).
3. Review and definition of NPS, complaint, and compensation handling procedures.
4. Ensure customer issue resolutions coordinating with transversal departments (Product, Sales, Customer Service, Marketing/Web).
5. Act as the first point of contact for escalated customer issues, taking ownership for a successful resolution.
6. Supervise the Customer Care travel agents (planning, priorities).
7. Voice of the customer: collect, highlight trends, report qualitative and quantitative information based on customer feedback and opportunities.

Requirements

1. Excellent leadership and interpersonal skills.
2. Thorough knowledge of methodologies of customer reassurance and standards.
3. Outstanding written and verbal communication skills, with experience in social media channels and reviews platforms.
4. Fast-paced sales environment and customer-focused mindset.
5. High flexibility and schedule adaptation (night shift, weekends, bank holidays, etc.).
6. English native or Fluent English level, knowledge of French, Spanish, or German is a plus!
7. Knowledge of Salesforce or similar CRM software.

Preferred Qualifications:

1. Contact center experience in the Travel industry (2 years) with a team of 10 or more.
2. Proven track record in performance management and customer satisfaction.

Benefits:

1. Competitive compensation package in line with job responsibilities and experience.
2. Flexible compensation management for diet, transportation, private health insurance with Cobee.
3. Hybrid work model: you can work from home and the office at your convenience. Offices in the heart of Barcelona (right next to Plaça Catalunya).
4. Permanent contract from the start.
5. Travel packages at reduced prices!
6. Referral bonus, if you bring people as talented as you.
7. Unlimited coffee, team lunches, English lessons, quarterly activities, biannual parties.
8. And last but not least, becoming part of a fun and motivated multicultural team at an agile and rapidly growing organization!

Exoticca is an equal opportunity employer. Diversity and inclusiveness are our core. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under European, country, or local law.