Customer Service Coordinator (B2B)

What is Exoticca?

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.

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 +300 people, in rapid international growth, seeking for new partners to help us create the best and most forward-thinking travel company of our generation.

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.

What is our proposal?

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 professionals to join our team as a “B2B Coordinator”, at one of today´s fastest-growing travel companies. You will be responsible for leading a team of “B2B Agents” handling partner sales and support queries.

What will yo do?

• Manage a team of agents handling inbound telephone and email queries from B2B channel partner travel agents.
• Hit and exceed productivity, adherence, and quality KPIs.
• Monitor daily performance to ensure departmental KPIs are achieved.
• Provide support and guidance to agents and serve as the primary escalation point.
• Carrying out regular 121s and coaching sessions with agents
• Use data to propose processes, procedures, and/or product improvements.
• Define and suggest improvements for Sales & Customer Success processes adapted for the B2B channel.
• Conduct transaction monitoring to assess the quality and identify areas for improvement.
• Work with training to update and refresh content as needed.
• Keep the team informed about various initiatives, sales targets, and performance metrics.
• Create and maintain a motivational and engaging team environment. 
• Support B2B Manager in working cross-functionally with Training, Product, IT, Operations, Finance, Recruitment, WFM, QA, CSPP, Documentation, Travel Operations & Growth
• Prepare WBR, QBR, and other ad-hoc reports as required that measure team performance.
  

NOTE:  These are the major responsibilities of this position and are not intended to cover each aspect of the position as 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.

Requirements

Previous Experience:

• Minimum 2 years of contact center telesales and/or customer service experience.
• At least 2 years in a team leader, supervisor, or manager role.
• Previous B2B channel experience is preferred.
• Telesales experience in the travel agency, airline, hotel, car rental, and/or hospitality industry is highly preferred.
  

Linguistic Skills:

• C1/C2 level English (verbal, reading, writing) required.
• C1/C2 level Spanish (verbal, reading, writing) is a bonus. 
  

 Technical Knowledge:

• Minimum 1-year experience working with Amadeus and/or other GDS platforms.
• Familiarity with CRM, order management, and contact management systems and practices is a plus.
• Salesforce knowledge and experience are highly desired.
  

Education:

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

Essential Skills:

• Passionate about travel and exotic destinations!
• Master at communication, listening, and soft skills!
• Able to assess your team's needs and provide appropriate resolutions
• Self-starter, self-managed, responsible, dedicated, and tenacious.
• Don't get easily discouraged or frustrated.
• Able to multitask, prioritize, and manage time effectively.
• Comfortable and competent in using multiple systems concurrently.