Customer Support Specialist – Online Travel Industry

Boeva Tech; Lisboa; On-site; EUR 17,000 - 26,000; Full time

Benefits offered by this job

Competitive remuneration

Daily meal allowance

Performance-based bonuses

Professional environment

Paid training

Job summary

Boeva Tech in Lisbon is seeking a travel operations specialist to assist travellers with real-time issues such as flight changes, hotel disruptions, cancellations, and refunds. This role emphasizes empathy, speed, and problem-solving in a dynamic environment.

You will work on flight modifications, hotel bookings, case management, and multichannel communications, collaborating with travel partners and internal systems to ensure prompt resolutions and high service quality.

Qualifications

• Mandatory fluency in Spanish.
• English working level required (B2/C1).
• EU/EEA citizenship or valid Portugal work permit.
• Willingness to work rotational shifts (Mon-Sun, 08:00–22:00).

Responsibilities

• Issue Resolution: Manage flight modifications, cancellations, and rebooking requests.
• Booking Support: Handle hotel booking issues, changes, and room preferences.
• Case Management: Process refunds, voucher requests, and compensation cases.
• Multichannel Communication: Support customers via calls, emails, and chat with empathy and clarity.
• Partner Collaboration: Coordinate with travel partners, airlines, and internal systems for fast resolutions.
• Service Quality: Maintain high service standards and resolution rates in a high-volume environment.

Skills

Spanish

English

Communication

Empathy

Active listening

Job description

Work Model: On-site (Local candidates only – no relocation support)

Employment Type: Full-time

Languages Required: Spanish (Native/C1/C2 - Mandatory) + English (B2 Professional Level)

Job Summary

Join a fast-paced international travel support team where every day you help travellers across the globe resolve real-time issues that matter flight changes, hotel disruptions, cancellations, and refund requests.

This is not a routine call centre job — it's a dynamic travel operations environment where empathy, speed, and problem-solving directly shape the customer's journey. If you enjoy helping people when it matters most, this is your place.

Key Responsibilities

• Issue Resolution: Manage flight modifications, cancellations, and rebooking requests efficiently.




• Booking Support: Handle hotel booking issues, accommodation changes, and room preferences.




• Case Management: Process refunds, voucher requests, and compensation cases according to policy.




• Multichannel Communication: Support customers via calls, emails, and chat with high empathy and clarity.




• Partner Collaboration: Work alongside travel partners, airlines, and internal systems for fast resolutions.




• Service Quality: Maintain high service standards and resolution rates in a high-volume environment.

Requirements & Qualifications

• Language Skills: Fluent/Native proficiency in Spanish (mandatory) alongside a good working level of English.




• Residency Status: Local candidates currently residing in/around Lisbon, Portugal (no relocation package provided).




• Work Authorization: EU/EEA citizenship or a valid, unrestricted work permit for Portugal.




• Availability: Flexible to work rotational shifts (Monday to Sunday, 08:00 AM to 10:00 PM, 2 days off per week).




• Key Skills: Strong communication skills, empathy, and active listening.




• Experience: Prior experience in travel operations, customer service, or ticketing systems is a plus.

Compensation & Benefits

• Competitive Remuneration: Monthly base salary complemented by language and performance-based bonuses.




• Daily Meal Allowance: Daily meal stipend for every worked day.




• Performance Structure: Performance bonus structure rewarding accuracy, efficiency, and quality of service.




• Professional Environment: Opportunities to build a long-term career within the global online travel sector.




• Paid Training: Comprehensive onboarding and system training provided upon joining.