Customer Support Advisor with Spanish

Salve.Lab; Lisboa; On-site; EUR 13,000 - 20,000; Full time

Benefits offered by this job

Meal allowance

Health insurance after six months

Relocation support

Performance-based bonus

Holiday bonuses

International multicultural team

Job summary

Salve.Lab is hiring Customer Support Advisors in Portugal to join an international customer experience organisation. You will assist an international community of users with inquiries, booking-related issues and platform support via phone, live chat and e-mail.

The role requires Spanish (C2) and English (B2) proficiency, a high school diploma, and a customer-focused mindset. You may relocate to Lisbon or Porto and work 100% on-site with shift rotations in a fast-paced environment.

Qualifications

• Spanish at C2 level, both written and spoken.
• English at B2 level or higher.
• High school diploma or equivalent.
• Strong customer service, troubleshooting and problem-solving.
• Excellent verbal and written communication skills.
• Ability to support via telephone, chat and e-mail.
• Research information, investigate problems and provide practical solutions.

Responsibilities

• Act as the first point of contact for customers using an international platform.
• Provide friendly, professional support via calls, live chat and e-mail.
• Handle inquiries, complaints and service-related issues with empathy.
• Investigate and resolve problems using internal resources and procedures.
• Escalate complex issues to appropriate internal teams.
• Prepare accurate written responses and adapt templates as needed.
• Support dispute resolution between platform users when required.
• Research customer concerns and identify appropriate solutions.
• Manage multiple interactions and tasks while maintaining quality.
• Maintain records of inquiries, actions taken and resolutions.

Skills

Spanish (C2)

English (B2)

Customer service

Communication

Problem-solving

Empathy

Education

High school diploma or equivalent

Job description

Customer Support Advisors

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 e-mail, 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 e-mail.
• 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 expedite 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 e-mail.
• 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.