Turkish Speaking Customer Advisor (on-site)

LEGAL REQUIREMENT & WORK AUTHORIZATION

MANDATORY ELIGIBILITY: All applicants must hold valid EU/EFTA Citizenship or an active Portuguese Residency Card prior to applying. Please note that visa sponsorship is strictly unavailable, and applications from candidates without current legal permission to work in Portugal cannot be processed.

Position Overview

• Location: Lisbon, Portugal (Hybrid structure: 2–3 days remote per week)
• Contract Type: Full-Time, Permanent
• Work Schedule: Monday – Friday (Rotating morning schedules: 07:00–16:00 & 08:00–17:00) — Guaranteed Weekends Off!
• Sector: Global E-Commerce Travel, Lodging & Itinerary Services

About the Role

Are you a skilled communicator with a dedicated service mindset and an interest in the global tourism sector? Take the next step in your career with a leading European customer experience and operational partner located in Lisbon!

In this dynamic position, you will serve as a frontline ambassador for a major international digital travel brand. You will act as a main point of contact for Turkish-speaking users and commercial hospitality partners, delivering top-tier service across flight, hotel, and vacation rental bookings via phone, email, and live ticketing channels.

Key Responsibilities & Core Accountabilities

• Customer Care Excellence: Deliver professional, efficient, and empathetic resolution to Turkish-speaking travelers regarding trip modifications, itinerary adjustments, cancellations, and travel logistics.
• Reservation & Billing Management: Handle booking changes, refund requests, payment verification, and special accommodation preferences (e.g., accessibility needs or dietary requirements) with precision.
• B2B Partner Coordination: Liaison directly with hotels, resort operators, car rental providers, and airline representatives to address guest inquiries and smooth out operational disruptions quickly.
• Proactive Problem Resolution: De-escalate complex traveler concerns and booking discrepancies, focusing on achieving immediate, single-contact resolutions.
• Systems Administration: Accurately record, track, and manage customer records, interaction histories, and support requests using modern CRM platforms.
• Performance Quality: Consistently meet key metrics such as First Contact Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT) scores while maintaining full adherence to brand protocols.

Candidate Profile & Qualifications

• Work Authorization: Valid EU/EFTA Citizenship OR an active Portuguese Residency Card (Required).
• Language Proficiency:
  • Native or advanced fluent (C1/C2 level) proficiency in spoken and written Turkish.
  • Solid professional command (B2 level) of English for internal training modules, system navigation, and team communications.
• Professional Experience: Prior background in call center support, retail, customer care, or tourism is an asset, but not mandatory (a fully paid training program is provided).
• Technical Skills: Strong computer literacy, including the ability to navigate multiple web platforms, CRM software, and databases concurrently while maintaining fast, accurate typing skills.
• Interpersonal Strengths: High emotional intelligence, active listening capabilities, adaptable problem-solving skills, and composure during peak volume periods.

Compensation & Benefits Options

To support both resident candidates and those moving to Lisbon, two distinct compensation options are available:

Option 1: Standard Salary Package

• Base Remuneration: €1,436.16 Gross / month (payable over 12 months)
• Monthly performance-based bonus scheme
• Daily meal allowance allocation
• Standard medical and local benefit coverage

Option 2: Relocation & Accommodation Package

• Base Remuneration: €1,138.66 Gross / month (payable over 12 months)
• Company Accommodation: Private room in a fully furnished shared company apartment (all utility expenses covered: electricity, water, internet, and gas).
• Travel Reimbursement: Full initial flight expense reimbursement following successful completion of the probation period.
• Arrival Assistance: Dedicated relocation support team to assist with airport pickup and city integration.

Work Arrangement & Shift Structure

• Hybrid Work Model: Enjoy a balanced work environment featuring 2 to 3 days of work-from-home flexibility per week upon finishing initial on-site training and nesting.
• Fixed Business Hours: Standard shifts operate strictly Monday through Friday on a rotating schedule:
  • Shift 1: 07:00 – 16:00
  • Shift 2: 08:00 – 17:00
• Work-Life Balance: No weekend shifts required! Saturdays and Sundays are completely reserved for leisure and exploring Lisbon.

Why Join Us in Lisbon?

• Fully Paid Training: Comprehensive onboarding covering tools, customer care strategy, and system navigation.
• Internal Mobility: Over 80% of leadership, training, and operational support positions are promoted directly from within the company.
• Multicultural Environment: Collaborate alongside international colleagues in a vibrant, diverse atmosphere in one of Europe's safest capitals.