Spanish-Speaking Customer Experience Specialist – Accommodation Platform

Kats Recruitment; Porto; On-site; EUR 13,000 - 18,000; Full time

Benefits offered by this job

Private health insurance

Daily meal allowances

Fully paid training

Career advancement opportunities

International team

Job summary

Kats Recruitment is seeking a Spanish-speaking Customer Experience Specialist for an on-site role in Porto, Portugal, supporting travelers and hosts on an accommodation platform. You will handle reservations, listings, payments, and on-trip assistance in Spanish, delivering empathetic service and timely resolutions.

The ideal candidate is fluent in Spanish (C1/C2) with good English (B2+), customer-centric, calm under pressure, and comfortable navigating multiple systems.

Qualifications

• Native or near-native Spanish fluency (C1/C2).
• Strong English (B2+) for internal tools and training.
• Customer-centric mindset with empathy and active listening.
• Calm, focused problem-solving in travel-related contexts.
• Proficient computer skills and multi-tab navigation.
• Experience in customer support or travel-related fields is a plus; entry-level welcome.
• On-site Porto availability and rotating shifts.

Responsibilities

• Deliver professional, empathetic customer care in Spanish via phone, email and live chat.
• Assist travelers with bookings, changes, cancellations and refunds.
• Support hosts with listings, calendars, policies and payouts.
• Mediate disruptions and booking issues with swift, fair solutions.
• Troubleshoot account access and payment issues in the app.
• Document interactions and case histories in the CRM.
• Maintain service level standards and safety policies.

Skills

Spanish fluency (C1/C2)

English communication (B2+)

Customer-centric mindset

Empathy & active listening

Problem-solving

Computer literacy

Team collaboration

Job description

Spanish-Speaking Customer Experience Specialist – Accommodation Platform | Porto

Job Description

We are recruiting Spanish-speaking Customer Experience Specialists for an on-site position in Porto, 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 end-to-end support with reservations, listings, payment inquiries, and on-trip assistance. You will be a vital touchpoint in ensuring positive travel experiences, mediating challenges with empathy, and driving high satisfaction for both guests and hosts.

Your Role

• Deliver professional, empathetic customer care via phone, email, and live messaging in Spanish.
  
• Assist travelers with booking confirmations, itinerary changes, cancellations, and refund procedures.
  
• Support accommodation hosts with listing management, calendar settings, reservation policies, and payout schedules.
  
• Mediate on-trip disruptions, check-in issues, and booking discrepancies, providing swift and fair solutions.
  
• Troubleshoot account access, digital payment errors, and mobile application features.
  
• Accurately document customer interactions, case histories, and escalations in CRM platforms.
  
• Maintain service level standards, quality guidelines, and community safety policies.
  

Your Qualifications

• Native or near-native fluency in Spanish (C1/C2 level) with excellent verbal and written communication.
  
• Good command of English (B2 level or higher) for internal tools, team communication, and training.
  
• Exceptional customer-centric mindset, empathy, and active listening skills.
  
• Strong problem-solving ability with the composure to navigate urgent travel-related situations calmly.
  
• Good computer literacy and ease in navigating multiple tabs, databases, and software tools simultaneously.
  
• Prior experience in customer support, tourism, hospitality, or travel operations is a plus, though motivated entry-level candidates are welcome.
  
• Availability to work on-site in Porto on rotating shift patterns.
  

The Offer

• Location: Modern office facilities in Porto, Portugal (full-time on-site).
  
• Work Schedule: 40 hours per week on rotating shift schedules (operating Monday to Sunday with scheduled rest days).
  
• Compensation & Benefits: Competitive monthly salary package, performance-based variable bonuses, daily meal allowances, and private health insurance.
• Training: Fully paid, comprehensive initial training program covering platform operations, hospitality standards, and case resolution.
  
• Workplace Culture: Vibrant, international team environment with regular social events, modern employee amenities, and clear internal career advancement pathways.