B2B Customer Experience Coordinator

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.

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. 

• 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.