Customer Service Agent; Night Shift

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.

We are a professional, dynamic, multicultural team in rapid international growth, seeking new partners to help us create the best and most forward-thinking travel company of our generation.

What do we offer?

Exoticca is a leading travel platform in Europe and North America, offering exciting, memorable, and affordable travel experiences in over 65 locations!

We’re looking for experienced customer service professionals to join our team as “Customer Support Agent”, at one of today's fastest-growing travel companies. You’ll help our customers before they depart and while they are in-destination to ensure we provide a differentiating level of customer service to set Exoticca apart!

This is an exciting opportunity to utilize and develop your customer service skills in exchange for a highly competitive salary and limitless progression opportunities!

Provide pre-departure, in-destination, and post-trip customer support:

• Handle customer contacts across channels including inbound calls, chat and cases, emails and chats.
• 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 customer bookings.
• Support customers with flight delays or cancellations.
• Provide information about daily activities whilst in destination.
• Manage communication about crisis situations.
• Takes full ownership and accountability for problem resolutions.
• Offers appropriate levels of compensation if applicable.

• Productivity (number of calls and emails answered)
• Quality Assurance score
• CSAT, ASAT and Issue Resolution
• AHT
• Occupancy and schedule adherence
• Stay up to date with ever changing processes, procedures and policies in a dynamic and growing start-up environment!

• Minimum 2 years of contact center and/or customer service experience.
• Previous travel industry contact center experience preferred.
• Supporting North American accounts / customers and deep understanding of customer preferences and culture essential.

• C1/C2 level English (verbal, reading, writing) required.
• C1/C2 level Spanish, French or German is a huge plus!

• Working knowledge of contact platforms will be helpful (e.g. Sprinklr, Genesys).
• Working knowledge of CRM systems such as Salesforce will be helpful.
• Telephone communication and soft skills knowledge will be helpful.
• Familiar with GDS platforms such as Amedeus will be helpful.

• Bachelor’s degree in hospitality, travel, tourism, or any related field is preferred but not essential.

• Passionate about customer service!
• Passionate about travel and exotic destinations!
• Master at communication, listening and soft skills!
• Able to assess a caller’s needs and provide appropriate recommendations.
• Self-starter, self-managed, responsible, dedicated, and tenacious.
• Doesn’t get easily discouraged or frustrated.
• Able to multitask, prioritize, and manage time effectively.
• Comfortable and competent in using multiple systems concurrently.
• Knows how to “smile” on the telephone.
• A natural leader with the ability to inspire and motivate.
• Knows how to have fun, strive for success, and celebrate achievements!

• Passionate about customer service!
• Passionate about travel and exotic destinations!
• Master at communication, listening and soft skills!
• Able to assess a caller’s needs and provide appropriate recommendations.
• Self-starter, self-managed, responsible, dedicated, and tenacious.
  
  Not easily discouraged or frustrated.
• Able to multitask, prioritize, and manage time effectively.
• Comfortable and competent in using…