Customer Support Agent B2B with Amadeus
Exoticca, Spain
Job Description
What is Exoticca?
At Exoticca we are looking for people who want to offer the best of themselves and to generate unforgettable experiences for their users.
We are a young, dynamic, multicultural team, in a moment of international expansion and therefore, we are looking for new traveling companions.
Exoticca is a company created in 2013 by professionals specialized in the development and online distribution of travel.
Our mission is to provide our clients with the possibility of getting to know the most beautiful and stimulating places on the planet, through the best travel proposals on the market.
Features such as innovative design, easy usability and intuitive navigation, together with values such as transparency, dedication to service, security, respect and admiration for the different cultures of the world, make Exoticca the ideal showcase to publicize your establishment and retain a high profile customer.
What is our proposal?
We’re looking for experienced sales/customer service professionals to join our newly launched team as a B2B Support Agent, at one of today's fastest-growing travel companies. You’ll be supporting our Travel Advisors from pre-sales, right through to post-trip by providing a differentiating level of customer service to set Exoticca apart!
This is an exciting opportunity to utilize and develop your sales and customer support skills in exchange for a highly competitive salary and limitless progression opportunities!
What will you do?
Provide pre-sales advisor support:
- Become a product expert to help our Advisors close the deal with their clients.
- Process bookings for our Travel Advisors.
- Create custom packages and follow up on special requests.
- Liaise with our Product team to ensure Advisor needs are met.
- Provide pre-departure and post-departure advisor support:
- Answer incoming calls and emails from our B2B Travel Advisors.
- 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 Advisors' bookings.
- Handle flight changes, cancellation requests, and process refunds (Amadeus Flights).
- Work directly with our land suppliers for booking requests.
- Post-trip complaint management:
- Thoroughly assess feedback/claims and provide compensation where necessary.
- Report serious or common problems to relevant stakeholders.
- Achieve targets:
- Productivity (number of calls and emails answered per day/week)
- Quality Assurance score
- CSAT, ASAT and Issue Resolution
- Occupancy and adherence
- Stay up to date with ever-changing processes, procedures, and policies in a dynamic and growing start-up environment!
Schedule Information
- Our B2B Support Team is available from 8am-3am, so flexibility is required to work daytime, afternoon or overnight shifts and/or weekends based on business needs.
- 90% of our customers are based in North America, so the most common shift pattern will be during the 15.00-03.00 (CET) timeframe.
- We are currently providing support for our advisors in UK, US, Canada, Spain and LATAM with more markets coming soon, so depending on your language skills, you will rotate to cover all these territories.
- Flexibility is required to work 2 weekends per month and bank holidays where neccessary
Requirements
Previous Experience:
Minimum 2 years of contact center and/or customer service experience.
- Call center experience in the travel agency, airline, hotel, car rental, and/or hospitality industry is preferred but not essential.
- Experience within B2B is a huge plus!
Linguistic Skills:
- C1/C2 level of English (verbal, reading, writing) is required.
and or - C1/C2 level of French (verbal, reading, writing) is required.
and or - C1/C2 level of Spanish (verbal, reading, writing) is required.
Technical Knowledge:
- Working knowledge or contact platforms will be helpful.
- Working knowledge of CRM systems such as Salesforce will be helpful.
- Telephone communication and soft skills knowledge will be helpful.
- Strong knowledge of Amadeus (Flights) GDS.
Education:
- Bachelor’s degree in hospitality, travel, tourism, or any related field is preferred but not essential.
Essential Skills:
- At least 2 years of experienc