Customer Service Agent (EN)

Exoticca; Barcelona; Híbrido; EUR 10.000 - 30.000; Jornada completa

Descripción de la vacante

A leading travel agency in Barcelona seeks a Customer Support Agent to provide exceptional pre-departure and in-destination service. Candidates should have at least 2 years in customer service, ideally within travel. Responsibilities include handling inquiries via phone and email, supporting customers with bookings, and achieving quality assurance targets. This role offers competitive pay, flexible benefits, and opportunities for growth in a multicultural environment.

Servicios

Competitive compensation package

Flexible compensation management

Travel packages at reduced prices

Unlimited coffee

Team lunches

Formación

• Minimum 2 years of contact center and/or customer service experience.
• Previous travel industry contact center experience preferred.
• Understanding of North American customer preferences and culture essential.

Responsabilidades

• Handle customer contacts across multiple channels.
• Provide destination and trip information.
• Assist with visas and entry requirements.

Conocimientos

Customer service

Multitasking

Communication skills

C1/C2 level English

C1/C2 level Spanish, French or German

Educación

Bachelor’s degree in hospitality, travel, tourism, or related field

Herramientas

CRM systems like Salesforce

Contact platforms (e.g., Sprinklr, Genesys)

GDS platforms (e.g., Amadeus)

Descripción del empleo

What is Exoticca?

Exoticca is a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips. At the core of Exoticca's brand equity is the commitment to "creating life milestones." We believe in delivering best-value trips, exploring unique destinations, curating extraordinary travel experiences, and demonstrating genuine care for both our customers and the planet.

We are a professional, dynamic, multicultural team in rapid international growth, seeking new partners to help us create the best and most forward-thinking travel company of our generation.

What do we offer?

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!

What will you do?

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!

• 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 (e.g., 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.

Essential Skills

• 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.
• Not 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.
• Knows how to have fun, strive for success, and celebrate achievements!

Benefits

• Competitive compensation package in line with job responsibilities and experience.
• Additionally, we propose the use of flexible compensation management for diet, transportation, private health insurance with Cobee.
• Offices in Barcelona city.
• Travel packages at reduced prices!
• Unlimited coffee, team lunches, English/Spanish lesson, bi‑annual company parties, afterworks.
• Referral bonus, if you bring people as talented as you.
• And last but not least, becoming part of a fun and motivated multicultural team at an agile and rapid growing organization!

Join Exoticca and play a pivotal role in creating life milestones through unforgettable travel experiences! This is your opportunity to shape the future of a dynamic and innovative travel brand on a global scale.

Exoticca es una empresa que ofrece igualdad de oportunidades. La diversidad y la inclusión son nuestro núcleo. No discriminamos por motivos de raza, color, religión, estado civil, edad, origen nacional, ascendencia, discapacidad física o mental, condición médica, embarazo, información genética, género, orientación sexual, identidad o expresión de género, condición de veterano, o cualquier otro estado protegido por la legislación europea, nacional o local.

Hybrid