- Track main sources of claims and complaints, ensure that they are solved within the SLA expected and properly managed.
- Track and deal with claims through Social media platforms and Review pages.
- Investigate callbacks, responding, and mediating between our customers, suppliers, and internal teams to resolve issues.
- Handle and escalate top-priority complaints related to the NPS.
- Identify the appropriate response and strategy to solve customer issues as quickly as possible.
- Listen to customer complaints and try to identify the cause of their problem to your best ability.
- Preparing evidence to support disputes and legal claims.
- Hit and exceed a range of productivity, adherence and quality KPIs.
- Minimum 1-year of contact center experience.
- Successfully passed first 6 month probation in Customer Success
- Experience in the travel agency, airline, hotel, car rental, and/or hospitality industry is highly preferred.
- Fluency in English; we have a special interest in multilingual talents, mainly in the other markets we operate in: Germany, France, and Spain.
- Knowledge of Salesforce or similar CRM software
- Previous contact center experience in the Travel industry (2 years).
- Degree in Hospitality, Travel, Tourism, or any relevant field.
- Knowledge of Amadeus is a plus
- 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.
- Hybrid/remote work model: you can work from home or 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 lesson, bi-anual company parties.
- And last but not least, becoming part of a fun and motivated multicultural team at an agile and rapid growing organization
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Customer Care Agent - Barcelona, España - Exoticca
Descripción
What is Exoticca
Exoticca was founded in 2013 by a team of travel visionaries with deep knowledge in the creation and online distribution of multi-day tour packages. Our mission is to offer our clients the possibility to visit the most beautiful and stimulating places on our planet, through the best holiday packages, at unbelievable prices. Our customers can find out more about our trips and book them instantly in a matter of minutes through our website, avoiding the usual long exchanges of email, meetings, or calls required by more traditional travel agencies, which makes us the most convenient way of booking a multi-day tour package.
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 +350 people, in rapid international growth, seeking for 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 will you do?
Requirements
Preferred Qualifications:
Benefits
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.
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