Customer Service Agent (Night Shift)
HybridBarcelona, Catalonia, Spain
EXPIREDBarcelona, Catalonia, SpainHybridFull TimeMedium
Full TimeMedium
Job Summary
Handle customer contacts across channels including inbound calls, chats, emails, and cases. Provide destination and trip information, assist with visas and entry requirements, and manage cancellations, amendments, and refund requests. Support customers with flight delays, crisis situations, and daily activities while in-destination. Add or remove excursions and take full ownership of problem resolutions. Achieve targets for productivity, quality assurance, CSAT, and schedule adherence. Maintain up-to-date knowledge of ever-changing processes and policies in a dynamic environment.
Required Qualifications
- Minimum 2 years of contact center and/or customer service experience
- Supporting North American accounts / customers and deep understanding of customer preferences and culture
- C1/C2 level English (verbal, reading, writing)
- Previous travel industry contact center experience preferred
- Bachelor's degree in hospitality, travel, tourism, or any related field
- Passionate about customer service
- 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
- Able to multitask, prioritize, and manage time effectively
- Comfortable and competent in using multiple systems concurrently
- Knows how to smile on the telephone
- A natural leader with the ability to inspire and motivate
- Knows how to have fun, strive for success, and celebrate achievements
Desired Qualifications
- Previous travel industry contact center experience
- C1/C2 level Spanish, French or German
- Working knowledge of contact platforms (ie: Sprinklr, Genesys)
- Working knowledge of CRM systems such as Salesforce
- Telephone communication and soft skills knowledge
- Familiar with GDS platforms such as Amedeus
- Passionate about customer service
- 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
- Doesn't get easily discouraged or frustrated
- Able to multitask, prioritize, and manage time effectively
- Comfortable and competent in using multiple systems concurrently
- Knows how to smile on the telephone
- A natural leader with the ability to inspire and motivate
- Knows how to have fun, strive for success, and celebrate achievements
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