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 a vital role 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 stars service with a great impact on customer loyalty and NPS.
What will you do?
* Continually engaging, motivating, supporting, and developing your team to achieve success and meet customers’ expectations.
* Daily supervision, report and monitoring of KPIs (Reviews, NPS and cases management)
* Review and definition of NPS, complaint and compensation handling procedures
* Ensuring customer issues resolutions coordinating with transversal departments (Product, Sales, Customer Service, Marketing/Web)
* Act as first point of contact for escalated customer issues, taking ownership for a successful resolution.
* Supervision of the Customer Care travel agents (planning, priorities and)
* Voice of the customer: collect, highlight trends, report qualitative and quantitative information based on customer feedback and opportunities
Requirements
* Excellent leadership and interpersonal skills
* Thorough knowledge of methodologies of customer reassurance and standards
* Outstanding written and verbal communication skills, with experience in social media channels and reviews platform
* Fast-paced sales environment and customer-focus mindset.
* High flexibility and schedule adaptation (night shift, weekends, bank holidays etc)
* English native or Fluent English level, knowledge of French, Spanish or German is a plus!
* Knowledge of Salesforce or similar CRM software
Preferred Qualifications:
* Contact center experience in the Travel industry (2 years) with a team of 10 or more.
* Proven track record in performance management and customer satisfaction
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 wit Cobee.
* 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).
* Permanent contract from the start.
* Travel packages at reduced prices!
* Referral bonus, if you bring people as talented as you.
* Unlimited coffee, team lunches, English lessons, quarterly activities, biannual parties.
* And last but not least, becoming part of a fun and motivated multicultural team at an agile and rapid 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.
#J-18808-Ljbffr