.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 markets. Hit and exceed productivity, adherence and quality KPIs. Monitor daily performance to ensure call handling rate, email closing rate and other KPIs are achieved. Provide support and guidance to agents and serve as the primary escalation point. Prepare WBR, QBR, and other ad-hoc reports as required that measure team performance. Use data to propose processes, procedures, and/or product improvements. Carrying out monthly 121s and coaching sessions. Support the roll out of new processes and procedures in a dynamic and ever-changing environment. Work cross-functionally with training, quality, product, IT, operations, and finance. Work with WFM to prepare forecasts and agent schedules. Work with QA to develop and implement a monitoring system, scorecard, CSAT metric, and agent performance management system. Work with training to optimize new hire training content and refresher training. Work with recruitment to maintain optimal staffing and candidate pipelines. Conduct transaction monitoring to assess the quality and identify areas for improvement. Work with training to update and refresh content as needed
