Customer Care Specialist

Olala!; Madrid; Presencial; EUR 30.000 - 50.000; Jornada completa

Descripción de la vacante

A leading hospitality and real estate group is seeking a dynamic Customer Care Specialist in Madrid. The role includes providing expert-level guest support, managing multi-channel communication, and utilizing problem-solving abilities to enhance customer experiences. Candidates must have at least 2 years of customer care experience with proficiency in Spanish and English, and flexibility to work different shift patterns. Enjoy benefits such as flexible working arrangements, healthcare access, and opportunities for career growth. Join our mission to deliver exceptional experiences.

Servicios

Flexible working options

Healthcare access after probation

Annual accommodation credit

Work abroad opportunities

Performance-based compensation bonus

Career growth and learning opportunities

Work from home flexibility

Birthday off

Team-building events

Pet friendly office days

Formación

• At least 2 years of previous experience in Customer Care.
• Spanish and English proficiency are required; French is a plus.
• Excellent communication and negotiation skills.
• Problem-solving, sense of responsibility, proactive and multi-tasking.
• Availability to work on flexible working different shift patterns and weekends.

Responsabilidades

• Deliver professional, prompt, and friendly guest assistance.
• Utilize knowledge to identify, diagnose, and resolve complex issues.
• Manage and respond to guest inquiries across various channels.
• Suggest innovative ideas to enhance guest experience.

Conocimientos

Customer Care Experience

Bilingual: Spanish and English

Excellent Communication Skills

Problem-solving

Multi-tasking

Descripción del empleo

About Olala!

Olala! is an international hospitality and real estate group, developing, owning, and operating hotels, vacation rentals, and food & beverage concepts worldwide.

Since 1996, we have built a presence in 17 cities worldwide, combining global expertise with local insight. Our mission is to deliver smart, technology-driven, and design-forward accommodations that meet the needs of today’s traveler while upholding the highest standards of service.

Your role

We are seeking a dynamic and result-oriented Customer Care Specialist with advanced English level to join our team. As a Customer Care Specialist, you will represent a hospitality industry leader connecting people worldwide to unique travel experiences. This is an excellent opportunity to gain hands‑on experience in the vacation rental industry and contribute to the growth of our company.

Your Journey

• Provide Expert‑Level Guest Support: Deliver professional, prompt, and friendly guest assistance with a focus on resolving complex issues. Listen to guests carefully, offering solutions that not only meet but exceed their expectations.
• Advanced Troubleshooting and Problem Solving: Utilize in-depth knowledge and advanced resources to identify, diagnose, and resolve more intricate issues that Tier 1 support may escalate. Ensure a thorough and accurate resolution, minimizing the need for further escalation.
• Multi‑Channel Guest Communication: Manage and respond to guest inquiries across various channels, including telephone, email, WhatsApp, Facebook, and others. Ensure that all communications maintain a high standard of clarity, professionalism, and responsiveness.
• Proactive Solutions and Continuous Improvement: Suggest and implement innovative ideas to enhance the overall guest experience and contribute to the continuous improvement of support processes. Work closely with cross‑functional teams to develop and refine strategies that increase sales and customer satisfaction.

For us, every day is filled with purpose.

What do you bring to your trip

• At least 2 years of previous experience in Customer Care.
• Spanish and English proficiency are required; French is a plus.
• Excellent communication and negotiation skills.
• Problem‑solving, sense of responsibility, proactive and multi‑tasking.
• Availability to work on flexible working different shift patterns and weekends.

Life at Olala!

• Breakfast is the most important meal of the day. Fruit, coffee & milk is on us!
• You will have access to apply for our private healthcare after a probation period of 6 or 12 months, depending on your type of contract.
• Employees know it first! You will be able to enjoy an annual credit to use in one of our accommodations around the world.
• Work abroad! you will have the opportunity to work from another city.
• You can make a difference with us. We’ll develop a compensation bonus plan based on your performance and individual projects linked to the company goals.
• Keep learning! Career growth and development opportunities including learning programs and career plans per department and position.
• Flex day: Your flexibility is important. Enjoy the possibility of working from home 1 day a week.
• Birthdays Off: Enjoy your birthday doing what you love most.
• Events: Team buildings, office events and once a month Olala Group invites you to an afterwork!
• Pet friendly days at the office - we want to meet your furry friend!

Diversity and Sustainability

At Olala! we take pride in cultivating a vibrant and inclusive work environment that celebrates individuality and diversity. We believe that these are invaluable assets that fuel innovation, foster creativity and drive our overall success.

Additionally, we believe in taking action towards curving the impact that our company has on its environments. This includes implementing energy efficient practices and engaging in community projects that promote cultural preservation among others actions.

We look forward to receiving your application!

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