Spanish, English-speaking Spanish Airline

Cross Border Talents; Lisboa; On-site; EUR 13,000 - 20,000; Full time

Benefits offered by this job

Welcome bonus

Meal allowance

Performance bonus

Job summary

Cross Border Talents in Lisbon is seeking a customer service professional fluent in Spanish and English to support passengers. You will handle calls, emails, and chats, assist with bookings and inquiries, and resolve issues with a focus on customer satisfaction.

The role requires flexibility for rotating shifts, a minimum 6 months in a contact center, and the ability to manage sensitive escalations. Previous travel or tourism familiarity is a plus.

Qualifications

• Fluent in Spanish (C1) and English (B2) for written and spoken communication.
• Minimum 6 months in contact center or customer service.
• Experience handling sensitive or escalated customer cases.
• Excellent communication, empathy, and teamwork.
• Willingness to work rotating shifts.

Responsibilities

• Provide customer support by calls, emails and chat
• Handle information requests, sales inquiries and customer complaints
• Manage sensitive customer cases, including those escalated by regulatory bodies
• Manage bookings, including creating, modifying and cancelling reservations
• Support back-office operations, including ticket issuance, modifications and cancellations
• Provide accurate, real-time information to help customers make informed decisions
• Deliver positive customer experiences while exceeding expectations
• Listen actively to customers, understand their needs and provide tailored solutions

Skills

Spanish

English

GDS Sabre

Amadeus

Galileo

Tools

Sabre

Amadeus

Galileo

Job description

Join a dynamic team in Lisbon supporting one of Europe's largest low-cost airlines. You will provide exceptional customer service to passengers, primarily in Spanish and English, ensuring a smooth and positive travel experience.

Key points

• Location: Lisbon, a vibrant city known for its rich history and culture
• Work model: On-site
• Languages: Spanish and English
• Schedule: Monday to Sunday, 08:00 to 21:00, with two rotating days off
• Compensation: Monthly gross salary, plus a welcome bonus, a net meal allowance for each working day and a monthly performance bonus

Responsibilities

• Provide customer support by calls, emails and chat
• Handle information requests, sales inquiries and customer complaints
• Manage sensitive customer cases, including those escalated by regulatory bodies
• Manage bookings, including creating, modifying and cancelling reservations
• Support back-office operations, including ticket issuance, modifications and cancellations
• Provide accurate, real-time information to help customers make informed decisions
• Deliver positive customer experiences while exceeding expectations
• Listen actively to customers, understand their needs and provide tailored solutions

Requirements

• Fluent Spanish (minimum C1) and English (minimum B2), both spoken and written
• Minimum 6 months of contact center or customer service experience, with the ability to handle high volumes of incoming calls
• Ability to handle challenging and sensitive customer situations professionally, including complaints and escalations
• Excellent communication skills, empathy, active listening, a collaborative team spirit and sound decision-making
• Flexibility and availability to work rotating shifts

Preferred

• Previous experience as a tourism or travel representative
• Familiarity with GDS tools such as Sabre, Amadeus or Galileo