B2B Customer Success Coordinator (Amadeus)
Posted Updated
Description
- 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
Benefits
- Unlimited tea & coffee: Enjoy a cup of “Good News” coffee while connecting with colleagues
- Referral bonus: Bring people as talented as you are to earn a nice bonus!
- Exoticca events: Enjoy regular afterworks, plus bi-annual parties and team lunches
- Language courses: Improve your Spanish or English with free language courses
- Exoticca packages: Travel packages at reduced prices for employees and family/friends!
- Flexible compensation: Use part of your salary for food/transportation with Cobee or get private health insurance with DKV
- Multicultural team: Learn from a diverse team with different backgrounds and perspectives
- Multitask ability and customer-focus mindset
- Excellent leadership and interpersonal skills
- 2+ years people management experience
- Experience working with systems as Salesforce and Travelfusion are a must
- Experience in B2B operations (Travel or marketplaces is a strong plus)
- Experience working with DMC is required
- Fluent English level
- Outstanding written and verbal communication skills
- Rotating shifts from Monday to Sunday, starting hour from 09:00h up to 18:00h
- Deep knowledge of Amadeus / GDS, on the operations and implementation part