Customer Service Agent (French Speaker Needed)

Exoticca; Barcelona; Presencial; EUR 30.000 - 50.000; Jornada completa

Descripción de la vacante

A leading travel company in Barcelona is seeking an experienced Customer Support Agent to enhance customer experiences. You'll assist customers with inquiries about their trips and resolve issues to provide outstanding service. Ideal candidates will have at least 2 years in customer service, especially in the travel industry, and should be fluent in French (C1/C2 level). The role offers competitive compensation, a dynamic work environment, and opportunities for growth.

Servicios

Competitive compensation package

Flexible compensation management

Travel packages at reduced prices

Team lunches

Bi-annual company parties

Referral bonus

Formación

• Minimum 2 years of contact center and/or customer service experience.
• Previous travel industry contact center experience preferred.
• C1/C2 level French required, English or Spanish or German is a plus.

Responsabilidades

• Handle customer contacts across inbound calls, chats, and emails.
• Provide information about destinations and trips.
• Manage communication about crisis situations.

Conocimientos

Customer service passion

Communication skills

Multi-tasking

Time management

Educación

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

Herramientas

Salesforce

GDS platforms such as Amadeus

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

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!

Responsibilities

• 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.

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!

Qualifications

• 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 French (verbal, reading, writing) required.
• C1/C2 level English, Spanish 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.