About the Role

We are looking for Customer Support Advisors to join an international customer experience organisation in Portugal. In this role, you will provide first-line customer support for a leading global online travel and accommodation marketplace, assisting an international community of users with enquiries, booking-related issues and general platform support.

You will communicate with customers through telephone, live chat and email, ensuring that every interaction is handled professionally, efficiently and with a strong focus on customer satisfaction. This opportunity is ideal for individuals with excellent Spanish communication skills, a good command of English and a customer-oriented mindset who enjoy problem-solving in a fast-paced, multicultural environment.

Key Responsibilities

• Act as the first point of contact for customers using an international travel and accommodation platform.

• Provide friendly, professional and efficient customer support through inbound telephone calls, live chat and email.

• Handle customer enquiries, complaints and service-related issues with professionalism and empathy.

• Investigate and resolve customer problems using available internal resources and troubleshooting procedures.

• Identify complex or unresolved issues and escalate them to the appropriate internal teams.

• Prepare thoughtful, accurate and professional written responses to customer enquiries.

• Adapt predefined communication templates to individual customer situations.

• Support communication and dispute resolution between platform users when necessary.

• Research customer concerns and identify appropriate solutions in accordance with established procedures.

• Manage multiple customer interactions and concurrent tasks while maintaining service quality.

• Maintain accurate records of customer enquiries, actions taken and resolutions provided.

• Collaborate with colleagues and internal departments to ensure efficient issue resolution.

• Deliver a consistently positive customer experience across all communication channels.

Requirements

• Spanish proficiency at C2 level, both written and spoken.

• English proficiency at B2 level or higher.

• High school diploma or equivalent educational qualification.

• Strong customer service skills, including complaint handling, troubleshooting and problem-solving.

• Excellent verbal and written communication skills.

• Ability to provide professional customer support through telephone, chat and email.

• Strong interpersonal skills, empathy and a customer-focused approach.

• Ability to research information, investigate problems and identify practical solutions.

• Good organisational and multitasking skills.

• Ability to manage several customer enquiries simultaneously while maintaining accuracy and attention to detail.

• Confidence handling challenging customer situations and assisting with dispute resolution.

• Ability to follow established procedures and adapt communication templates to specific customer needs.

• Comfortable working in a fast-paced, multicultural environment.

• Based in Portugal or willing to relocate for the position.

• Availability to work 100% on-site in Lisbon or Porto, depending on assignment.

• Flexibility to work rotational shifts within a 24/7 operation, including weekends and public holidays as scheduled.

Benefits

• Full-time employment opportunity.

• Performance-based bonus linked to KPIs, applicable from the fourth month of employment.

• Meal allowance.

• Christmas and holiday bonuses.

• Health insurance plan after six months of employment.

• Relocation support for eligible candidates, including travel ticket reimbursement.

• Opportunity to work in an international and multicultural customer experience environment.

• Experience supporting a global travel and accommodation platform.

• Additional employee benefits.