Customer Support Coordinator B2B (Amadeus Specialist - Afternoon Shift

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?
As B2B Coordinator you will lead and support a team of B2B agents in delivering exceptional service to travel advisor partners and BDMs of each territory (Business Developer Managers) by monitoring performance, coaching team members, resolving escalations, and continuously improving processes tailored to the B2B channel.

What will you do?

• Team Supervision and Escalation Management: Managing agent queries, calls, and emails, acting as escalation point.
• Performance Monitoring: Tracking KPIs, adherence, productivity, and reporting progress.
• Coaching and 1:1s: conducting regular feedback sessions and supporting agent development.
• Process and Quality Improvement: Using data to propose improvements and ensure quality standards.
• Communication: Keeping team aligned with targets, updates, and initiatives.
• Cross-functional Support: Collaborating with departments like Product, Ops, IT, QA, etc.
• Reporting: Preparing performance or ad-hoc reports for the B2B Manager.

Requirements

• Minimum 2 years of contact center, sales and/or customer service experience.
• At least 2 years in a team leader, supervisor, or management role.
• Strong experience with Amadeus or other GDS platforms (min. 2 years).
• Advanced knowledge of Amadeus/GDS operations and implementation.
• Fluency in English and Spanish (C1/C2 in both written and verbal).
• Experience in the travel, airline, hotel, sales and/or hospitality industry is highly preferred.
• Based in Barcelona and available to work in a hybrid model (afternoon shift rotation).
• Familiarity with Salesforce, CRM systems, and Travelfusion is a plus.

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.

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