Work Model: On-site (Local candidates only – no relocation support)

Employment Type: Full-time

Languages Required: Spanish (Native/C1/C2 - Mandatory) + English (B2 Professional Level)

Job Summary

Join a fast-paced international travel support team where every day you help travellers across the globe resolve real-time issues that matter flight changes, hotel disruptions, cancellations, and refund requests.

This is not a routine call centre job — it's a dynamic travel operations environment where empathy, speed, and problem-solving directly shape the customer's journey. If you enjoy helping people when it matters most, this is your place.

Key Responsibilities

• Issue Resolution: Manage flight modifications, cancellations, and rebooking requests efficiently.

• Booking Support: Handle hotel booking issues, accommodation changes, and room preferences.

• Case Management: Process refunds, voucher requests, and compensation cases according to policy.

• Multichannel Communication: Support customers via calls, emails, and chat with high empathy and clarity.

• Partner Collaboration: Work alongside travel partners, airlines, and internal systems for fast resolutions.

• Service Quality: Maintain high service standards and resolution rates in a high-volume environment.

Requirements & Qualifications

• Language Skills: Fluent/Native proficiency in Spanish (mandatory) alongside a good working level of English.

• Residency Status: Local candidates currently residing in/around Lisbon, Portugal (no relocation package provided).

• Work Authorization: EU/EEA citizenship or a valid, unrestricted work permit for Portugal.

• Availability: Flexible to work rotational shifts (Monday to Sunday, 08:00 AM to 10:00 PM, 2 days off per week).

• Key Skills: Strong communication skills, empathy, and active listening.

• Experience: Prior experience in travel operations, customer service, or ticketing systems is a plus.

Compensation & Benefits

• Competitive Remuneration: Monthly base salary complemented by language and performance-based bonuses.

• Daily Meal Allowance: Daily meal stipend for every worked day.

• Performance Structure: Performance bonus structure rewarding accuracy, efficiency, and quality of service.

• Professional Environment: Opportunities to build a long-term career within the global online travel sector.

• Paid Training: Comprehensive onboarding and system training provided upon joining.

Subject line: Customer Support Specialist – Online Travel Industry (Spanish Market)