Spanish-Speaking Travel & Hospitality Support Specialist

Your Role:

• Provide customer support in Spanish across phone, chat, and email
• Act as the first point of contact for customers using an international travel and accommodation platform
• Assist users with questions, concerns, and issues related to their experience on the platform
• Investigate customer cases using available internal resources and systems
• Troubleshoot problems and identify the most appropriate solution for each situation
• Handle customer complaints professionally and with a solution-oriented approach
• Compose accurate and thoughtful written responses or adapt existing communication templates
• Support customers involved in more complex situations and help facilitate solutions between different users when required
• Identify cases requiring specialist assistance and escalate them to the appropriate teams
• Manage multiple customer cases and priorities simultaneously
• Maintain clear and accurate records of customer interactions
• Deliver a positive customer experience while meeting quality and service standards

Your Qualifications:

• Native or near-native level of Spanish (C2)
• Good command of English (B2 level)
• Minimum high school diploma
• Previous professional experience is preferred but not required
• Customer service experience is an advantage
• Previous experience within travel, hospitality, tourism, or contact centres is an advantage
• Excellent communication and active listening skills
• Strong problem-solving and troubleshooting abilities
• Comfortable handling customer complaints and challenging situations
• Customer-focused, empathetic, and solution-oriented mindset
• Strong written communication skills
• Comfortable using multiple digital tools and systems simultaneously
• Ability to manage several cases and priorities effectively
• Local candidates or EU citizens willing to relocate to Portugal are welcome to apply
• Availability to work fully on-site in either Porto or Santos, Lisbon

The Offer:

• Fully on-site position in Porto or Santos, Lisbon, Portugal
• Full-time employment, 40 hours per week
• Rotating schedule covering Monday to Sunday, 24/7
• 30-day probation period
• Open-ended employment contract
• Performance bonus based on KPIs
• Meal allowance for each worked day
• 22 business days of annual leave
• Holiday and Christmas allowances
• Health insurance after 6 months of employment
• Relocation support available for eligible EU citizens moving to Portugal
• Opportunity to gain experience within the international travel and hospitality industry
• International and multicultural working environment
• Professional training and ongoing development opportunities