Customer Success Coordinator

What is Exoticca? Do you like traveling? Do you enjoy the exotic? Do you like challenges? If the answer is YES, welcome to Exoticca!Exoticca is a company that started in 2013 by professionals specialized in the creation and online distribution of trips. Our mission is to offer our clients the possibility to visit the most beautiful and stimulating places on our planet, though the best holiday packages, at unbelievable prices. We are a highly ambitious and well-funded start-up, backed by top national and international investors that have also participated in the growth of other success stories, such as Glovo, SinDelantal.com, or Idealista, among others. 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 in rapid international growth, seeking new partners to help us create the best and most forward-thinking travel company of our generation. What are we proposing? 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 customer service professionals to join or 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!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!Key responsibilities:Manage a team of multilingual Customer Success Agents handling inbound telephone, email and chat queries from customers across multiple EU, NAM and LATAM marketsHit and exceed productivity, adherence and quality KPIsMonitor daily performance to ensure call handling rate, email closing rate and other KPIs are achievedProvide support and guidance to agents and serve as the primary escalation pointPrepare WBR, QBR, and other ad-hoc reports as required that measure team performanceUse data to propose processes, procedures, and/or product improvementsCarrying out monthly 121s and coaching sessionsSupport the roll out of new processes and procedures in a dynamic and ever-changing environmentWork cross-functionally with training, quality, product, IT, operations, and financeWork with WFM to prepare forecasts and agent schedulesWork with QA to develop and implement a monitoring system, scorecard, CSAT metric, and agent performance management systemWork with training to optimize new hire training content and refresher training. Work with recruitment to maintain optimal staffing and candidate pipelinesConduct transaction monitoring to assess the quality and identify areas for improvementWork with training to update and refresh content as neededKeep the team informed about various initiatives, targets, and performance metrics. NOTE: This position is afternoon only, with working hours between 15-03, rotating through 7 days a week. RequirementsPrevious Experience:Minimum 2 years of contact center telesales and/or customer service experienceAt least 2 years in a team leader, supervisor, or manager roleTelesales experience in the travel agency, airline, hotel, car rental, and/or hospitality industry is highly preferredLinguistic Skills:C1/C2 level English (verbal, reading, writing) requiredC1/C2 level Spanish (verbal, reading, writing) is a bonus. Technical Knowledge:Familiarity with CRM, order management, and contact management systems and practices is a plusSalesforce knowledge and experience are highly desiredPreferred 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 recommendationsSelf-starter, self-managed, responsible, dedicated, and tenaciousDoesn't get easily discouraged or frustratedAble to multitask, prioritize, and manage time effectivelyComfortable and competent in using multiple systems concurrentlyKnows how to "smile" on the telephoneA natural leader with the ability to inspire and motivateKnows how to have fun, strive for success, and celebrate achievements!NOTE: The following 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. BenefitsCompetitive compensation package in line with job responsibilities and experienceAdditionally, we propose the use of flexible compensation management for diet, transportation, private health insurance wit CobeeHybrid work model: you can work from home and the office. Offices in the heart of Barcelona (right next to Plaça Catalunya)Permanent contract from the startTravel packages at reduced prices!Referral bonus, if you bring people as talented as youUnlimited coffee, team lunches, English lesson, bi-anual company partiesAnd last but not least, becoming part of a fun and motivated multicultural team at an agile and rapid growing organization!Exoticca is an equal opportunity employer. Diversity and inclusiveness are our core. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under European, country, or local law.