Customer Support Coordinator B2B (Amadeus Specialist - Afternoon Shift

Exoticca; Barcelona; Híbrido; EUR 32.000 - 46.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation

Flexible compensation management

Travel packages at reduced prices

Unlimited coffee and team lunches

Referral bonus

Multicultural team environment

Multicultural, agile team environment

Descripción de la vacante

A travel agency in Barcelona is seeking a Customer Support Coordinator B2B to manage a team of agents. You will be responsible for supervising performance, coaching team members, and enhancing processes. The ideal candidate has at least 2 years of contact center experience and strong knowledge of Amadeus/GDS platforms. This role offers a competitive compensation package, flexibility, and opportunities for professional growth in a diverse team.

Formación

• Minimum 2 years of customer service experience.
• At least 2 years in a supervisory or management role.
• Experience in travel or hospitality industry preferred.
• Fluency in English and Spanish (C1/C2).
• Experience in travel, airline, hotel or hospitality is preferred.
• Based in Barcelona with hybrid work availability (afternoon shift).

Responsabilidades

• Manage agent queries, calls, and emails.
• Track KPIs, adherence, and productivity.
• Conduct 1:1s and feedback sessions.
• Use data to drive process improvements and quality.
• Communicate targets, updates and initiatives to the team.
• Collaborate with Product, Ops, IT and QA departments.
• Prepare performance or ad-hoc reports for the B2B Manager.

Conocimientos

Contact center experience

Leadership experience

Amadeus/GDS knowledge

Fluency in English

Fluency in Spanish

Herramientas

Salesforce

CRM systems

Travelfusion

Descripción del empleo

Customer Support Coordinator B2B (Amadeus Specialist - Afternoon Shift

2 days ago Be among the first 25 applicants

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.

What is our proposal? As B2B Coordinator you will lead and support a team of B2B agents in delivering exceptional service to travel advisor partners and BDMs of each territory (Business Developer Managers) by monitoring performance, coaching team members, resolving escalations, and continuously improving processes tailored to the B2B channel.

What will you do?

• Team Supervision and Escalation Management: Managing agent queries, calls, and emails, acting as escalation point
• Performance Monitoring: Tracking KPIs, adherence, productivity, and reporting progress
• Coaching and 1:1s: conducting regular feedback sessions and supporting agent development
• Process and Quality Improvement: Using data to propose improvements and ensure quality standards
• Communication: Keeping team aligned with targets, updates, and initiatives
• Cross-functional Support: Collaborating with departments like Product, Ops, IT, QA, etc.
• Reporting: Preparing performance or ad-hoc reports for the B2B Manager

Requirements

• Minimum 2 years of contact center, sales and/or customer service experience
• At least 2 years in a team leader, supervisor, or management role
• Strong experience with Amadeus or other GDS platforms (min. 2 years)
• Advanced knowledge of Amadeus/GDS operations and implementation
• Fluency in English and Spanish (C1/C2 in both written and verbal)
• Experience in the travel, airline, hotel, sales and/or hospitality industry is highly preferred
• Based in Barcelona and available to work in a hybrid model (afternoon shift rotation)
• Familiarity with Salesforce, CRM systems, and Travelfusion is a plus

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 insuranceOffices in Barcelona city
• Travel packages at reduced prices!
• Unlimited coffee, team lunches, English/Spanish lesson, bi-annual company parties, afterworksli>
• 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 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.