Customer Service Manager

Portugal Active; Viana do Castelo; Hybrid; EUR 21.000 - 32.000; Vollzeit

Benefits dieser Stelle

Hybrid work model

Pool and sunny office

Zusammenfassung

Portugal Active is in search of a Customer Support specialist to own the guest journey from first contact to checkout and beyond. You will apply procedures, resolve issues in real time, and upsell services to enhance each stay.

The role is a middle management position, hybrid between Viana do Castelo and remote work, with weekend shifts. Ideal candidates are fast, autonomous, precise, with a customer-first mindset and hospitality experience.

Qualifikationen

• 2+ years in customer support, ideally hospitality, real estate, travel or tourism.
• Native Portuguese and fluent English.
• Availability for shifts and weekends.
• Driver’s licence and own vehicle.
• Experience leading teams.
• Experience with hospitality PMS.

Aufgaben

• Own the client journey from first contact to departure and after.
• Follow procedures, escalation paths and service standards.
• Resolve guest issues directly, including complex ones.
• Upsell and cross-sell services during the stay.
• Keep KPIs on a short leash and report on them.

Kenntnisse

Client orientation

Sales mindset

Problem solving

Communication

Tools

Hospitality PMS

Jobbeschreibung

Founded in 2017, Portugal Active is a hospitality and property management company. We turn private villas into five star private hotels, managing 60+ premium properties across Portugal. We operate with the rigour of a fintech, the sensibility of a premium experience and the speed of a startup.

The role:

You are the guest’s main contact, from first message to check out and after. You follow our procedures, solve problems in real time and make every stay better. A middle management role, close to the guest and close to the numbers.

What you will do:

• Own the client journey, from first contact until departure: manage, create and support the best possible experience
• Follow and apply our procedures, escalation paths and service standards
• Resolve guest issues directly, including complex ones
• Upsell and cross sell services during the stay
• Keep KPIs (response time, resolution rate, satisfaction) on a short leash and report on them

Who you are:

• A client oriented mindset, with a touch of the salesperson
• Fast, autonomous, precise, low ego and hands on
• Able to work a hybrid regime between Viana do Castelo and remote
• Open to work shifts and weekends

Mandatory:

• 2+ years in customer support, ideally hospitality, real estate, travel or tourism
• Native Portuguese and fluent English.
• Availability for shifts and weekends
• Driver’s licence and own vehicle
• Experience leading teams
• Experience with hospitality PMS
• International experience
• Enjoys gastronomy
• Available immediately

(Profiles that do not meet the mandatory requirements will not be considered)

Why Portugal Active:

Real ownership of the guest experience, a competitive base and benefits package, a hybrid model with a sunny premium office and swimming pool in Viana do Castelo, and a modern team that moves fast.