Spanish-Speaking Travel & Hospitality Support Specialist In Porto

Personalbüro U. Herrmann; Porto; On-site; EUR 18,000 - 24,000; Full time

Job summary

Personalbüro U. Herrmann is seeking a customer support specialist to assist our international community of travellers and accommodation partners. You will handle inquiries in Spanish via phone, chat, and email, resolving issues with a friendly, professional approach.

The role is fully on-site, with options to work from the Porto office or the Santos office in Lisbon, delivering high-quality service and maintaining accurate records of interactions.

Qualifications

• Provide customer support in Spanish across phone, chat and email.
• Resolve customer issues with a friendly and professional approach.
• Maintain accurate records of customer interactions and outcomes.

Responsibilities

• Provide customer support in Spanish across phone, chat, and email.
• Act as the first point of contact for travellers and accommodation partners using the platform.
• Assist users with questions, concerns and issues related to their experience on the platform.
• Investigate customer cases using internal resources and systems.
• Troubleshoot problems and identify the best solution for each situation.
• Handle customer complaints professionally and with a solution-oriented approach.
• Compose accurate, thoughtful written responses or adapt templates.
• Escalate cases needing specialist assistance to relevant teams.
• Manage multiple customer cases and priorities simultaneously.
• Deliver a positive customer experience while meeting quality and service standards.

Skills

Spanish language

Customer support experience

Communication skills

Job description

In this role, you'll be the first point of contact for a global community of travellers 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 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 escalates 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