B2B Customer Experience Coordinator

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 are looking for a B2B Operations Coordinator – Customer Experience to support the day-to-day performance and continuous improvement of our B2B support operations, ensuring a high-quality experience for our Travel Advisors.

This role plays an important part in the daily coordination of the operation, helping the team maintain high standards of productivity, quality, service levels, and customer satisfaction.

You will be responsible for ensuring standards for productivity and quality are achieved, managing individual and team performance expectations and goals, monitoring real-time KPIs, and serving as a leader and point of contact for escalated contact resolution of a supervisory or sensitive nature. 

You will also act as a key point of contact for the team, providing guidance on complex cases and supporting the resolution of escalated or sensitive customer situations when required. 

What will you do?

• Own B2B customer experience performance end-to-end, including service levels, backlog, response times, and customer satisfaction 
• Daily supervision, report and monitoring of KPIs.
• Continually engaging, motivating, supporting, and developing your team to achieve success and meet customer expectations.
• Constantly supervise, and report DMC & Travel Advisors inquiries when they affect Exoticca products.
• Act as first point of contact for escalated internal issues, taking ownership for a successful resolution.

• 2+ years people management experience
• Excellent leadership and interpersonal skills
• Multitask ability and customer-focus mindset.
• Outstanding written and verbal communication skills
• Fluent English level.
• Experience in B2B operations (Travel or marketplaces is a strong plus) 
• Deep knowledge of Amadeus / GDS, on the operations and implementation part;
• Experience working with DMC is required.
• Experience working with systems as Salesforce and Travelfusion are a must.
• Rotating shifts from Monday to Sunday, starting hour from 09:00h up to 18:00h.

Why Join us?

• High ownership and direct impact on business performance.
• Opportunity to build and scale operations in a fast-growing company.
• International environment with strong growth ambitions.
• Competitive compensation and flexible benefits.

• Competitive compensation package in line with job responsibilities and experience.
• Additionally, we propose the use of flexible compensation management for diet, transportation, private health insurance.
• Offices in Barcelona city.
• Travel packages at reduced prices!
• Unlimited coffee, team lunches, English/Spanish lesson, bi-annual company parties, afterworks.
• Referral bonus, if you bring people as talented as you.
• And last but not least, becoming part of a fun and motivated multicultural team at an agile and rapid growing organization!

Join Exoticca and play a pivotal role in creating life milestones through unforgettable travel experiences! This is your opportunity to shape the future of a dynamic and innovative travel brand on a global scale.

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.