Customer Care Manager

<p><strong>What is Exoticca?</strong></p><p>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.<br/><br/>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.</p><p></p><p><strong>What do we offer?</strong></p><p>We’re looking for experienced customer service professionals to join our team as “Customer Care Manager”, at one of today's fastest-growing travel companies. You’ll be managing our Customer Care team, 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></p><p><strong>What will you do?</strong></p><ul> <li>Direct management of a team of Customer Care Coordinators.</li> <li>Indirect management of a team of multilingual Customer Care Agents handling inbound telephone, email and chat queries from customers across multiple EU, NAM and LATAM markets.</li> <li>Implement a strategy to improve the specialisation of agents within Customer Care, with specific focus on online reputation, claim resolution, repetition of happy travellers and reducing financial risk to Exoticca through chargebacks and outstanding payments before travel.</li> <li>Responsible for ensuring the team hits and exceeds productivity, adherence and quality KPIs.</li> <li>Monitor daily performance to ensure call handling rate, email closing rate and other KPIs are achieved.</li> <li>Provide support and guidance to Coordinators 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 and team feedback to propose processes, procedures, and/or product improvements.</li> <li>Carrying out monthly 121s and coaching sessions.</li> <li>Oversee 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 create and optimize new hire training content &amp; 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><p><strong>Previous Experience:</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>Telesales experience in the travel agency, airline, hotel, car rental, and/or hospitality industry is highly preferred.</li> </ul><p><strong>Linguistic Skills:</strong></p><ul> <li>C1/C2 level English (verbal, reading, writing) required.</li> <li>C1/C2 level Spanish (verbal, reading, writing) is a bonus. </li> </ul><p><strong> Technical Knowledge:</strong></p><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><p><strong>Education</strong>:</p><ul><li>Bachelor’s degree in hospitality, travel, tourism, or any related field is preferred but not essential.</li></ul><p></p><p><strong>Essential Skills:</strong></p><ul> <li>Passionate about customer service!</li> <li>Passionate about travel and exotic destinations!</li> <li>Master at communication, listening and soft skills!</li> <li>Able to assess  your team’s needs and provide appropriate guidance.</li> <li>Self-starter, self-managed, responsible, dedicated, and tenacious.</li> <li>Doesn’t get easily discouraged or frustrated.</li> <li>Able to multitask, prioritize, and manage time effectively.</li> <li>Comfortable and competent in using multiple systems concurrently.</li> <li>A natural leader with the ability to inspire and motivate.</li> <li>Knows how to have fun, strive for success, and celebrate achievements!</li> </ul><p></p><p>NOTE:  The following are the major responsibilities of this position and are not intended to cover each aspect of the pos