Spanish-Speaking Travel & Hospitality Support Specialist

Personalbüro U. Herrmann; Lisboa; On-site; EUR 20,000 - 30,000; Full time

Job summary

Personalbüro U. Herrmann in Portugal is seeking a customer support specialist to assist a global community of travelers and accommodation partners. The role covers phone, chat, and email support in Spanish, addressing questions and resolving issues promptly.

You will work on-site at either the Porto or Lisbon Santos offices, handling complex cases, documenting interactions, and escalating where needed to ensure a smooth user experience.

Qualifications

• Provide customer support in Spanish across phone, chat and email.
• Act as first point of contact for customers using an international platform.
• Assist users with questions, concerns, and issues related to their experience.
• Investigate cases using internal resources and systems.
• Escalate cases to specialists when required.

Responsibilities

• Provide customer support in Spanish across phone, chat, and email.
• Act as the first point of contact for customers using an international travel and accommodation platform.
• Assist users with questions, concerns, and issues related to their experience on the platform.
• Investigate customer cases using available internal resources and systems.
• Troubleshoot problems and identify the most appropriate solution for each situation.

Skills

Spanish language proficiency

Customer support

Communication

Multitasking

Job description

Start: every week until december

In this role, you'll be the first point of contact for a global community of travelers and accommodation partners, providing friendly and efficient assistance across phone, chat, and email. You'll help resolve customer issues, investigate more complex situations, and ensure users receive accurate and thoughtful support throughout their experience. The position is fully on-site, with candidates able to work from either the Porto office or the Santos office in Lisbon.

Your Role

• Provide customer support in Spanish across phone, chat, and email
• Act as the first point of contact for customers using an international travel and accommodation platform
• Assist users with questions, concerns, and issues related to their experience on the platform
• Investigate customer cases using available internal resources and systems
• Troubleshoot problems and identify the most appropriate solution for each situationHandle customer complaints professionally and with a solution-oriented approach
• Compose accurate and thoughtful written responses or adapt existing communication templates
• Support customers involved in more complex situations and help facilitate solutions between different users when required
• Identify cases requiring specialist assistance and escal them to the appropriate teams
• Manage multiple customer cases and priorities simultaneously
• Maintain clear and accurate records of customer interactions
• Deliver a positive customer experience while meeting quality and service standards