What Is 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 for new partners to help us create the best and most forward-thinking travel company of our generation.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.Requirements:Minimum 2 years of contact center and/or customer service experience.At least 2 years in a team leader, supervisor, or management role.Previous B2B experience is preferred.Experience in the travel agency, airline, hotel, car rental, and/or hospitality industry is highly preferred.Based in Barcelona.Linguistic Skills:C1/C2 level English (verbal, reading, writing) required.C1/C2 level Spanish (verbal, reading, writing) required.Technical Knowledge:Minimum 2-years experience working with Amadeus and/or other GDS platformsDeep knowledge of Amadeus / GDS and Travelfusion, on the operations and implementation partFamiliarity with CRM, order management, and contact management systems and practices is a plusSalesforce knowledge and experience are highly desiredEducation:Bachelor's degree in hospitality, travel, tourism, or any related field is preferred but not essentialEssential Skills:Master at communication, listening, and soft skillsAble to assess your team's needs and provide appropriate fast resolutionsSelf-starter, self-managed, responsible, dedicated, and tenaciousDon't get easily discouraged or frustratedAble to multitask, prioritize, and manage time effectivelyComfortable and competent in using multiple systems concurrentlyA natural leader with the ability to inspire and motivateKnows how to have fun, strive for success, and celebrate achievementsComfortable working on a 24/7 rotating schedule basisComfortable and competent in prioritizing tasks and activitiesNOTE: 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.Responsibilities:Manage a team of agents handling inbound and outbound telephone and email queries from B2B channel partner travel agents and Business Development Managers globally.Hit and exceed productivity, adherence, and quality KPIs.Monitor daily/weekly/monthly/quarterly 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 processes adapted for the B2B channel.Conduct transaction monitoring to assess the quality of the team performance and identify areas for improvement.Keep the team informed about various initiatives, targets, and performance metrics.Create and maintain a motivational and engaging team environment.Support B2B Manager in working cross-functionally with Travel Operations, Growth, Product, IT, Operations, Finance, Training, Workforce Management, Quality, P&P, Documentation, RecruitmentPrepare ad-hoc reports as required by B2B Manager that measure team performanceBenefits:Highly competitive salary!Flexible work-from-home policy.Discounted gym membership.Access to free eLearning courses to help you learn and grow.Free English and Spanish courses.Free coffee in the office (with many types of milk alternatives).Office in the heart of Barcelona at Plaça Catalunya with a beautiful outdoor terrace to enjoy on your break.Monthly company patio parties.Quarterly team building budget.Two annual spectacular company parties!Receive a permanent contract from the start.Travel at reduced prices!Enroll in private health insurance at a reduced rate.Receive flexible compensation on transportation and food with Cobee.Receive a referral bonus, if you bring people as talented as you.And last but not least, join a fun and motivated multicultural team at an agile and rapidly growing organization!NOTE: Flexibility with working hours is essential as the B2B team will cover markets across Europe, North America, and LATAM.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.#J-18808-Ljbffr
