Call Center Process Procedures Specialist
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 do we offer?
As the Customer Service amp; Sales Process amp; Procedures Specialist, you will be responsible for evaluating and defining appropriate processes and procedures across contact channels, teams, and use cases. You will be the primary point of contact interfacing cross-functionally to ensure customer service needs are met.
What will you do?
- Responsible for process assessments, process design, and redesign - 20%
- Responsible for evaluating and defining appropriate processes and procedures across contact channels, teams, and use cases - 20%
- Act as the primary point of contact interfacing cross-functionally to ensure customer service requirements and constraints are considered - 20%
- Analyze operating data and statistics to identify opportunities, develop action plans, and implement process improvements. - 10%
- Map processes and procedures and use data insights to continuously identify efficiency, productivity, and customer experience improvement opportunities. - 10%
- Represent the voice of the customer in process design, while taking into account business constraints - 10%.
- Monitor and measure the benefits of post-process implementation to ensure product quality, efficiency, and improvement. - 10%
- Ability to summarize, visualize, and present data.
- Provide support and expertise to help implement various projects and initiatives.
Requirements
- Previous Experience:
- Minimum of two (2) years of call center industry experience of which one (1) should be in the travel sector.
- Minimum of two (2) years experience working dealing with processes and procedures, quality, business analysis, or project management role.
- Linguistic Skills: (Based on Common European Framework of Reference)
- C1/C2 level English (verbal, reading, writing) is required.
- B1/B2 level in Spanish (verbal, reading, writing) is preferred.
- Technical Knowledge:
- Familiarity with CRM, order management, and contact management systems and practices is a plus.
- Salesforce knowledge and experience are highly desirable.
- Minimum one (1) year of experience working with Amadeus and/or other reservation systems with sound knowledge of ticketing/re-issuance amp; refund process. Certification from IATA/ travel institute is desirable.
- Analytical skills for reviewing information, analyzing data, and making appropriate recommendations for improvement.
- Knowledge of key call center metrics, including expected occupancy, utilization, service levels, handle time, abandonment rate, and ASA.
- Experience translating business requirements into technical requirements.
- Experience working with process maps, workflows, and diagrams.
- Able to translate complex processes into easy-to-understand agent work instructions.
- Project management.
- Experience in Lean or Six Sigma methodologies is a plus
Skills neededto perform at the level expected in the job (only the must have)
- Self-starter, self-managed, responsible, dedicated, and tenacious.
- Don’t get easily discouraged or frustrated.
- Excellent organizational and time management skills.
- Outstanding communication and presentation skills.
- Critical thinker.
- Creative problem solver.
- Great analytical skills.
- Data-driven approach.
- Passionate about travel and exotic destinations!
- 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.
- Hybrid work model (