puestos de Turismo en España

Full-time role reporting to Senior Customer Service Strategic Manager.

As a Customer Support Executive, you will act as the main point of contact for our customers and suppliers' support. Your key responsibility will be to ensure a seamless service experience by resolving queries efficiently and adhering to our internal service level agreements (SLAs). Your role also involves supporting operational systems and collaborating with various teams to address service and payment impacts. You will work independently and as a part of a team in a hybrid environment.

Customer and Supplier Management

• Serve as the first point of contact for customer booking queries, handling them efficiently through our ticketing system while respecting SLAs.
• Escalate significant issues to management when necessary.
• Identify and prioritize emergency situations for prompt resolution.

Ticket Processing

• Manage and support our ticketing system, ensuring accuracy in data and timely reports to the management team.
• Monitor system performance and maintain efficiency in line with key performance indicators (KPIs).

Customer Support

• Resolve customer complaints and answer inquiries via phone and email (tickets).
• Track and address technical issues in the incident tracking system.
• Ensure consistent follow-ups until final resolution.
• Maintain effective communication and coordinate between different departments of the company, customers, and suppliers to improve satisfaction.
• Facilitate collective feedback across teams to drive improvements.

Required Skills

• Strong active listening and effective communication skills.
• Proven ability to work under pressure.
• Problem-solving capacity, organization, and efficiency.
• Familiarity with ticket management platforms such as Freshdesk is a plus.
• Internal collaboration across teams.
• Adaptability to work on different platforms.
• Tech product knowledge.
• Proactive mindset to anticipate customer needs.

Languages & Communication

• English: Full professional working proficiency.
• Spanish: Full professional working proficiency.
• An additional language is considered a plus.
• Excellent verbal and written communication abilities.
• Positive, decisive, and proactive person.
• Persuasive, calm, and detailed person.
• Fast learner.
• Teamwork.

Experience Required

• Demonstrated customer support experience.
• Familiarity with operational systems and tech tools.
• Experience in the travel industry is advantageous but not mandatory.
• Knowledge of CRM systems is highly valued.

Day Shift: 30 am to 7:30 pm. Adaptability to rotating schedules.

Customer Support • Madrid, Community of Madrid, Spain