Customer Service Agent

Puesto: Customer Service Agent (EN)
About 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 our brand equity is the commitment to “creating life milestones.” We deliver best‑value trips, explore unique destinations, curate extraordinary travel experiences, and show genuine care for both customers and the planet.

Customer Support Agent
We are looking for experienced customer service professionals to join our team as a Customer Support Agent at one of today’s fastest‑growing travel companies. You will help our customers before they depart and while they are in‑destination to ensure a differentiating level of service.

Responsibilities

Provide pre‑departure, in‑destination, and post‑trip customer support.

Handle customer contacts across channels including inbound calls, chats, cases, emails.

Provide destination and trip information.

Help with visas and country‑specific entry requirements.

Add or remove excursions.

Process cancellations, service amendments, and refund requests.

Provide information about land and flight services.

Resolve booking confusion or problems.

Support customers with flight delays or cancellations.

Provide information about daily activities while in destination.

Manage communication about crisis situations.

Takes full ownership and accountability for problem resolutions.

Offer appropriate compensation if applicable.

Key Performance Indicators

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.

Requirements

Previous

Experience:

Minimum 2 years of contact centre and/or customer service experience.

Call centre experience in the travel agency, airline, hotel, car rental, and/or hospitality industry is preferred but not essential.

Linguistic

Skills:

C1/C2 level English (verbal, reading, writing) required.

C1/C2 level Spanish, French or German is a huge plus.

Technical Knowledge:

Working knowledge of contact platforms helpful.

Working knowledge of CRM systems such as Salesforce helpful.

Telephone communication and soft skills knowledge helpful.

Education:

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

Preferred Qualifications

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.

Does not get easily discouraged or frustrated.

Able to multitask, prioritise, 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.

Benefits

Competitive compensation package in line with job responsibilities and experience.

Flexible compensation management for diet, transportation, private health insurance with Cobee.

Office in Barcelona city.

Travel packages at reduced prices.

Unlimited coffee, team lunches, English/Spanish lessons, bi-annual company parties, after works.

Referral bonus for bringing talented people.

Part of a fun and motivated multicultural team at an agile and rapid‑growing organization.

NOTE:

The following are the major responsibilities of this position and are not intended to cover each aspect of the position; the scope and duties may change or be temporarily altered based on the current business needs of the Company. The basic requirement of every position is to perform all tasks as assigned by the reporting authority.

Join Exoticca and play a pivotal role in creating life milestones through unforgettable travel experiences! This is your opportunity to shape the future of a dynamic and innovative travel brand on a global scale.

Exoticca es una empresa que ofrece igualdad de oportunidades. La diversidad y la inclusión son nuestro núcleo. No discriminamos por motivos de raza, color, religion, estado civil, edad, origen nacional, ascendencia, discapacidad física o mental, condición médica, embarazo, información genética, género, orientación sexual, identidad o expresión de género, condición de veterano, o cualquier otro estado protegido por la legislación europea, nacional o local.

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