Bilingual Customer Support Specialist (EN/PT) - Travel

Dragonpass

Altrincham

Hybrid

GBP 24,000 - 32,000

Full time

14 days+

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Job summary

Dragonpass in Altrincham is seeking a Customer Support Agent to deliver exceptional service across English and Portuguese speaking customers. The role involves handling enquiries across email, phone, chat and other channels, with a strong emphasis on accuracy and timely resolution.

You will work with the Customer Success, Operations, Product and Technology teams in a hybrid setup (3 days in the office). Experience with CRM systems and a customer-focused approach are essential for success in this

Qualifications

Fluent in English and Portuguese, both written and spoken.
Experience in customer support or similar role.
Excellent verbal and written communication skills.
Ability to use CRM systems and support platforms.

Responsibilities

Respond to customer enquiries via email, phone, chat and other channels.
Provide professional, friendly and efficient support in English and Portuguese.
Investigate and resolve customer issues, escalating where appropriate.
Support customers with account, membership and service-related enquiries.
Maintain accurate records of customer interactions and resolutions.
Work with internal teams to ensure timely resolution of issues.
Identify recurring issues and share feedback to improve products and processes.
Meet service level targets and quality standards.
Contribute to a positive, customer-focused team environment.
Continuously develop knowledge of Dragonpass products, services and partner network.