Customer Support Agent B2B with Amadeus

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 is our proposal?

We’re looking for experienced sales/customer service professionals to join our newly launched team as a “B2B Support Agent”, at one of today's fastest-growing travel companies. You’ll be supporting our Travel Advisors from pre-sales, right through to post-trip by providing a differentiating level of customer service to set Exoticca apart!

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

What will you do?

Provide pre-sales advisor support:

• Become a product expert to help our Advisors close the deal with their clients.
• Process bookings for our Travel Advisors.
• Create custom packages and follow up on special requests.
• Liaise with our Product team to ensure Advisor needs are met.
• Provide pre-departure and post-departure advisor support:
• Answer incoming calls and emails from our B2B Travel Advisors.
• 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 Advisors' bookings.
• Handle flight changes, cancellation requests, and process refunds (Amadeus Flights).
• Work directly with our land suppliers for booking requests.
• Post-trip complaint management:
• Thoroughly assess feedback/claims and provide compensation where necessary.
• Report serious or common problems to relevant stakeholders.
• Achieve targets:
• Productivity (number of calls and emails answered per day/week)
• Quality Assurance score
• CSAT, ASAT and Issue Resolution
• Occupancy and adherence
• Stay up to date with ever-changing processes, procedures, and policies in a dynamic and growing start-up environment! 

Schedule Information

• 90% of our customers are based in North America. This role requires to work on rotational shifts, including nights and weekends.
• Flexibility is required to work 2 weekends per month and bank holidays where neccessary

Requirements

Previous Experience:

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

• Call center experience in the travel agency, airline, hotel, car rental, and/or hospitality industry is preferred but not essential.
• Experience within B2B is a huge plus!

Linguistic Skills:

• C1/C2 level of English (verbal, reading, writing) is required.
  and or
• C1/C2 level of French (verbal, reading, writing) is required.
  and or
• C1/C2 level of Spanish (verbal, reading, writing) is required.

 Technical Knowledge:

• Working knowledge or contact platforms will be helpful.
• Working knowledge of CRM systems such as Salesforce will be helpful.
• Telephone communication and soft skills knowledge will be helpful.
• Strong knowledge of Amadeus (Flights) GDS.

Education:

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

Essential Skills:

• At least 2 years of experience working with Amadeus (Flights) GDS.
• Passionate about providing exceptional customer support!
• 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.
• Intuitive and adaptable to ever changing processes in a fast growing department.
• Able to multitask, prioritize, and manage time effectively.
• Comfortable and competent