Spanish-Speaking Customer Experience Specialist – Accommodation Platform

Kats Recruitment; Lisboa; On-site; EUR 19,000 - 29,000; Full time

Benefits offered by this job

Meal allowances

Health insurance from day one

Structured paid training

Job summary

Kats Recruitment is seeking a Spanish-speaking Customer Experience Specialist for an on-site role in Lisbon, Portugal. You will assist travelers and hosts across Spanish-speaking markets, handling bookings, listings, payments, and emergencies to ensure high guest and host satisfaction.

You will deliver support in Spanish and collaborate with teams in English, while working on rotating shifts at a modern Lisbon office.

Qualifications

• Native or near-native fluency in Spanish (C1/C2) with strong verbal and written communication skills.
• Good command of English (B2 level or higher) for internal systems, training, and team collaboration.
• Strong interpersonal skills, empathy, and active listening abilities.

Responsibilities

• Deliver empathetic and professional customer support via phone, email, and live messaging in Spanish.
• Assist guests with bookings, date modifications, cancellations, refunds, and check-in inquiries.
• Support hosts with listing management, calendar availability, payouts, and guest communications.
• Mediate and resolve booking discrepancies, damaged property claims, and on-trip disruptions.
• Troubleshoot platform, app, and account access issues for guests and hosts.
• Document case details, resolutions, and follow-ups in CRM systems.
• Uphold service quality guidelines, safety protocols, and platform standards.

Skills

Spanish

English

Empathy

Customer support

Job description

Spanish-Speaking Customer Experience Specialist – Accommodation Platform | Lisbon

Job Description

We are recruiting Spanish-speaking Customer Experience Specialists for an on-site role in Lisbon, Portugal, supporting one of the world's leading online travel and accommodation platforms.
In this role, you will assist travelers and property hosts across Spanish-speaking markets, providing support with reservations, property listings, payments, and emergency re-accommodations. You will play a vital role in ensuring seamless, memorable travel experiences and maintaining high levels of host and guest satisfaction.

Your Role

• Deliver empathetic and professional customer support via phone, email, and live messaging in Spanish.
  
• Assist guests with bookings, date modifications, cancellations, refund requests, and property check-in inquiries.
  
• Support hosts with property listing management, calendar availability, payout schedules, and guest communications.
  
• Mediate and resolve booking discrepancies, damaged property claims, and on-trip disruptions with calm and effective solutions.
  
• Troubleshoot platform, mobile app, and account access issues for both guests and hosts.
  
• Document case details, resolutions, and follow-ups accurately within CRM systems.
  
• Uphold strict service quality guidelines, safety protocols, and platform community standards.
  

Your Qualifications

• Native or near-native fluency in Spanish (C1/C2 level) with strong verbal and written communication skills.
  
• Good command of English (B2 level or higher) for internal systems, training, and team collaboration.
  
• Strong interpersonal skills, empathy, and active listening abilities.
  
• Solution-driven mindset with the composure to handle urgent or sensitive travel scenarios calmly.
  
• Good computer literacy and ability to multitask across multiple digital systems and chat interfaces.
  
• Previous experience in customer support, tourism, hospitality, or travel services is an advantage, but motivated entry-level candidates are welcome to apply.
  
• Availability to work on-site at modern facilities in Lisbon on rotating operational schedules.
  

The Offer

• Location: Modern office campus in Lisbon, Portugal (full-time on-site).
  
• Work Schedule: 40 hours per week on rotational shift rosters (operating Monday to Sunday with consecutive rest days).
  
• Compensation & Benefits: Competitive monthly salary package plus performance-based bonuses, meal allowances, and comprehensive health insurance from day one.
• Training: Structured, fully paid initial training on platform tools, hospitality workflows, and conflict resolution.
  
• Workplace Culture: Dynamic, multicultural environment with engaging team events, sports activities, and long-term international career progression opportunities.