Spanish-Speaking Travel & Hospitality Support Specialist

Encaja Talent; Porto; On-site; EUR 21,000 - 32,000; Full time

Benefits offered by this job

Meal allowance

Annual leave 22 days

Health insurance after 6 months

Relocation support for EU citizens

Professional training and development

Job summary

Encaja Talent is seeking a Customer Support Agent to assist travelers with inquiries in Spanish and English. This fully on-site role is based in Porto or Lisbon and requires flexibility across a 40-hour week with rotating shifts.

You will handle multi-channel communications, resolve issues, document interactions, and escalate when needed. No prior experience required, travel/hospitality knowledge is a plus.

Qualifications

• Native Spanish language proficiency (C2).
• Good English proficiency (B2).
• Minimum high school diploma.
• Experience in customer service is an advantage but not required.
• Experience in travel, hospitality, tourism, or contact centres is aPlus.

Responsibilities

• Provide customer support in Spanish across phone, chat, and email.
• Act as the first point of contact for users on an international travel and hospitality 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.
• Handle customer complaints professionally and with a solution-oriented approach.
• Draft accurate written responses or adapt existing templates.
• Escalate cases requiring specialist assistance to appropriate teams.
• Manage multiple cases and priorities simultaneously.
• Maintain clear and accurate records of customer interactions.
• Deliver a positive customer experience while meeting quality standards.

Skills

Spanish (C2)

English (B2)

High school diploma

Communication

Active listening

Problem solving

Multitasking

Empathy

Customer service

Relocation willingness

Education

High school diploma

Job description

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 situation
• Handle 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 escalate 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

Your Qualifications:

• Native or near-native level of Spanish (C2)
• Good command of English (B2 level)
• Minimum high school diploma
• Previous professional experience is preferred but not required
• Customer service experience is an advantage
• Previous experience within travel, hospitality, tourism, or contact centres is an advantage
• Excellent communication and active listening skills
• Strong problem-solving and troubleshooting abilities
• Comfortable handling customer complaints and challenging situations
• Customer-focused, empathetic, and solution-oriented mindset
• Strong written communication skills
• Comfortable using multiple digital tools and systems simultaneously
• Ability to manage several cases and priorities effectively
• Local candidates or EU citizens willing to relocate to Portugal are welcome to apply
• Availability to work fully on-site in either Porto or Santos, Lisbon

The Offer:

• Fully on-site position in Porto or Santos, Lisbon, Portugal
• Full-time employment, 40 hours per week
• Rotating schedule covering Monday to Sunday, 24/7
• 30-day probation period
• Open-ended employment contract
• Performance bonus based on KPIs
• Meal allowance for each worked day
• 22 business days of annual leave
• Holiday and Christmas allowances
• Health insurance after 6 months of employment
• Relocation support available for eligible EU citizens moving to Portugal
• Opportunity to gain experience within the international travel and hospitality industry
• International and multicultural working environment
• Professional training and ongoing development opportunities