Customer Support Specialist – Online Travel Industry

Boeva Tech; Portela; On-site; EUR 13,000 - 20,000; Full time

Benefits offered by this job

Daily meal allowance

Performance bonus

Paid training

Career development in global travel

Job summary

Boeva Tech in Lisbon, Portugal is hiring for a on-site travel support agent to assist travellers with real-time issues such as flight changes, hotel disruptions, cancellations, and refunds. This role is not a routine call centre job but a dynamic travel operations environment where empathy, speed and problem-solving shape the customer journey.

Local candidates residing in/around Lisbon, Portugal are preferred.

Qualifications

• Spanish native/proficient required alongside good English proficiency.
• Residency in/around Lisbon, Portugal with no relocation package.
• EU/EEA citizenship or valid work permit for Portugal.

Responsibilities

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

Skills

Strong communication

Empathy

Active listening

Tools

Ticketing systems

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.