Customer Success Coordinator

<p><strong>What is Exoticca</strong></p><p>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.</p><p>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.</p><p>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.</p><p><br/></p><p><strong>What is our proposal?</strong></p><p>Exoticca is a leading travel platform in Europe and North America, offering exciting, memorable, and affordable travel experiences in over 65 locations! </p><p>We’re looking for experienced customer service professionals to join our team as “Customer Success Coordinator”, at one of today´s fastest-growing travel companies. You’ll be managing a team of Customer Success agents, ensuring we provide a differentiating level of customer service to set Exoticca apart!</p><p>This is an exciting opportunity to utilize and develop your customer service management skills in exchange for a highly competitive salary and limitless progression opportunities!</p><p><br/></p> <p><strong>What will you do?</strong></p> <ul> <li>Manage a team of multilingual Customer Success Agents handling inbound telephone, email and chat queries from customers across multiple EU, NAM and LATAM markets.</li> <li>Hit and exceed productivity, adherence and quality KPIs.</li> <li>Monitor daily performance to ensure call handling rate, email closing rate and other KPIs arw achieved.</li> <li>Provide support and guidance to agents and serve as the primary escalation point.</li> <li>Prepare WBR, QBR, and other ad-hoc reports as required that measure team performance.</li> <li>Use data to propose processes, procedures, and/or product improvements.</li> <li>Carrying out monthly 121s and coaching sessions.</li> <li>Support the roll out of new processes and procedures in a dynamic and ever changing environment.</li> <li>Work cross-functionally with training, quality, product, IT, operations, and finance.</li> <li>Work with WFM to prepare forecasts and agent schedules. </li> <li>Work with QA to develop and implement a monitoring system, scorecard, CSAT metric, and agent performance management system.</li> <li>Work with training to optimize new hire training content and refresher training. </li> <li>Work with recruitment to maintain optimal staffing and candidate pipelines.</li> <li>Conduct transaction monitoring to assess the quality and identify areas for improvement.</li> <li>Work with training to update and refresh content as needed.</li> <li>Keep the team informed about various initiatives, targets, and performance metrics.</li> </ul><p><strong>Requirements</strong></p><ul> <li>Minimum 2 years of contact center telesales and/or customer service experience.</li> <li>At least 2 years in a team leader, supervisor, or manager role.</li> <li>Fluency in English.</li> <li>Telesales experience in the travel agency, airline, hotel, car rental, and/or hospitality industry is highly preferred.</li> </ul><ul> <li>Familiarity with CRM, order management, and contact management systems and practices is a plus.</li> <li>Salesforce knowledge and experience are highly desired.</li> </ul><ul><li>Bachelor’s degree in hospitality, travel, tourism, or any related field is preferred but not essential.</li></ul><p><strong>Benefits</strong></p><ul> <li>Competitive compensation package in line with job responsibilities and experience.</li> <li>Additionally, we propose the use of flexible compensation management for diet, transportation, private health insurance wit Cobee.</li> <li>Hybrid work model: you can work from home and the office at your convenience. Offices in the heart of Barcelona (right next to Plaça Catalunya).</li> <li>Permanent contract from the start.</li> <li>Travel packages at reduced prices as perk for employees!</li> <li>Unlimited coffee, language lessons, quarterly teamwork activities, global biannual parties.</li> <li>And last but not least, becoming part of a fun and motivated multicultural team at an agile and rapid growing organization!</li> </ul><p><em>Exoticca i