Customer Support Agent B2B with Amadeus
Exoticca
- Barcelona
- Permanente
- Tiempo completo
- Become a product expert to help our Advisors close the deal with their clients.
- Process bookings for our Travel Advisors.
- Create custom packages and follow up on special requests.
- Liaise with our Product team to ensure Advisor needs are met.
- Provide pre-departure and post-departure advisor support:
- Answer incoming calls and emails from our B2B Travel Advisors.
- Provide destination and trip information.
- Help with visas and country-specific entry requirements.
- Add or remove excursions.
- Make cancellations, service amendments and refund requests.
- Provide information about land and flight services.
- Help to solve confusion or problems with Advisors' bookings.
- Handle flight changes, cancellation requests, and process refunds (Amadeus Flights).
- Work directly with our land suppliers for booking requests.
- Post-trip complaint management:
- Thoroughly assess feedback/claims and provide compensation where necessary.
- Report serious or common problems to relevant stakeholders.
- Achieve targets:
- Productivity (number of calls and emails answered per day/week)
- Quality Assurance score
- CSAT, ASAT and Issue Resolution
- Occupancy and adherence
- Stay up to date with ever-changing processes, procedures, and policies in a dynamic and growing start-up environment!
- Our B2B Support Team is available from 8am-3am, so flexibility is required to work daytime, afternoon or overnight shifts and/or weekends based on business needs.
- 90% of our customers are based in North America, so the most common shift pattern will be during the 15.00-03.00 (CET) timeframe.
- We are currently providing support for our advisors in UK, US, Canada, Spain and LATAM with more markets coming soon, so depending on your language skills, you will rotate to cover all these territories.
- Flexibility is required to work 2 weekends per month and bank holidays where neccessary
- Call center experience in the travel agency, airline, hotel, car rental, and/or hospitality industry is preferred but not essential.
- Experience within B2B is a huge plus!
- C1/C2 level of English (verbal, reading, writing) is required.
- Working knowledge or contact platforms will be helpful.
- Working knowledge of CRM systems such as Salesforce will be helpful.
- Telephone communication and soft skills knowledge will be helpful.
- Strong knowledge of Amadeus (Flights) GDS.
- Bachelor’s degree in hospitality, travel, tourism, or any related field is preferred but not essential.
- At least 2 years of experience working with Amadeus (Flights) GDS.
- Passionate about providing exceptional customer support!
- Passionate about travel and exotic destinations!
- Master at communication, listening and soft skills!
- Able to assess a caller’s needs and provide appropriate recommendations.
- Self-starter, self-managed, responsible, dedicated, and tenacious.
- Not easily discouraged or frustrated.
- Intuitive and adaptable to ever changing processes in a fast growing department.
- Able to multitask, prioritize, and manage time effectively.
- Comfortable and competent in using multiple systems concurrently.
- Knows how to “smile” on the telephone.
- Knows how to have fun, strive for success, and celebrate achievements!
- 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.
- Hybrid work model: Flexible work-from-home policy (conditions apply).
- 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!