Turkish Speaking Customer Advisor

Ignite; Cascais; Híbrido; EUR 15.000 - 17.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health coverage

Accommodation assistance

Airfare reimbursement

Relocation support

Descripción de la vacante

Ignite in Lisbon is seeking a Turkish-speaking Travel Support Specialist / Customer Experience Advisor. You will handle Turkish-speaking traveler inquiries across phone, email, and live messaging channels in a hybrid work setting (2–3 days remote).

The role requires EU/EFTA citizenship or Portuguese residency. Training is provided, with a strong focus on customer satisfaction and service quality.

Formación

• Native or professional Turkish fluency (C1/C2) and English (B2) for training and collaboration.
• Valid EU/EFTA citizenship or Portuguese residency required to work in Portugal.
• Experience in call centers, hospitality, or travel operations is advantageous but training is provided.

Responsabilidades

• Handle frontline customer support for Turkish-speaking travelers via phone, email, and chat.
• Manage reservations, refunds, and travel arrangements with accuracy and empathy.
• Coordinate with hotels, transport providers, and partners to resolve issues.
• Log and document interactions in CRM and ticketing systems.
• Aim for high FCR, low AHT, and CSAT while following compliance guidelines.

Conocimientos

Turkish fluency

English proficiency

Customer service mindset

Tech savviness

Herramientas

CRM software

Ticketing systems

Descripción del empleo

• Job Title: Turkish-Speaking Travel Support Specialist / Customer Experience Advisor
• Location: Lisbon, Portugal (Hybrid arrangement: 2–3 days work-from-home per week)
• Employment Type: Full-Time | Permanent
• Industry Sector: Global Digital Travel, Lodging & Booking Services
• Shift Schedule: Monday – Friday (Rotating daytime rosters: 07:00–16:00 & 08:00–17:00) — 100% Weekends Off!
• Languages Required: Native or professional fluency in Turkish (C1/C2) & Business English (B2)

Legal Requirement & Work Authorization

• Critical Eligibility Criteria: To be considered for this role, candidates must hold valid EU/EFTA Citizenship or a valid Portuguese Residency Card at the time of applying.
• Note: Visa sponsorship is unavailable, and applications without current, legal authorization to work in Portugal cannot be processed.

About the Opportunity

Are you an articulate communicator with a passion for helping others and an interest in the global tourism industry? Step into an exciting career opportunity with a leading international customer experience manager situated in sunny Lisbon!

In this role, you will represent a renowned international digital travel platform as a core brand advocate. You will manage incoming communications from Turkish-speaking travelers and hotel partners, delivering high-quality resolution for accommodation, flight, and holiday reservation inquiries across phone, email, and live messaging channels.

Key Responsibilities & Accountabilities

• Frontline Customer Support: Deliver courteous, empathetic, and effective service to Turkish-speaking travelers regarding reservation modifications, cancellations, booking details, and special service preferences.
• Account & Reservation Handling: Manage itinerary updates, refund claims, payment verification, and specific travel accommodations (e.g., mobility options, dietary requests) accurately and efficiently.
• Partner & Vendor Relations: Act as an operational bridge between travelers and third-party partners—including hotels, property hosts, and transport providers to resolve booking challenges smoothly.
• Effective Problem De-escalation: Analyze complex traveler concerns and booking discrepancies, applying critical thinking to secure immediate, single-contact solutions.
• CRM & Record Maintenance: Ensure precise logging, tagging, and documentation of all customer interactions and ticketing files within corporate database systems.
• Performance Excellence: Consistently attain key operational metrics, including First Contact Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT) benchmarks, while strictly following internal compliance guidelines.

Candidate Profile & Requirements

Essential Criteria

• Work Eligibility: Valid EU/EFTA Citizenship OR an active Portuguese Residency Card (Strict requirement).
• Language Skills: Native or professional fluency (C1/C2 level) in spoken and written Turkish, complemented by solid working proficiency (B2 level) in English for internal training sessions, system navigation, and team collaboration.
• Professional Background: Previous experience in call centers, customer service, hospitality, or travel operations is advantageous, but not required (paid, structured training is fully provided).
• Technical Aptitude: Proficient computer skills, with the ability to manage multiple software tools, database systems, and internet browser tabs simultaneously alongside strong typing accuracy.

Interpersonal Strengths

• High emotional intelligence, active listening capabilities, problem-solving agility, and composure during peak contact periods.

Compensation & Package Options

We offer two distinct compensation structures designed to support both local candidates and individuals moving to Lisbon:

• Option 1: Standard Salary Package
  • Base Remuneration: €1,436.16 Gross / month (distributed across 12 monthly payments).
  • Additional Benefits: Monthly performance-based incentive bonus, daily meal allowance component, and standard health coverage/social benefits.
• Option 2: Relocation & Accommodation Package
  • Base Remuneration: €1,138.66 Gross / month (distributed across 12 monthly payments).
  • Company Accommodation: Private bedroom provided in a fully furnished shared company apartment (all major utility bills included: internet, electricity, water, and gas).
  • Travel Benefits: Initial airfare expense reimbursement upon successful completion of the probation period.
  • Relocation Support: Dedicated arrival assistance team to guide you through airport pickup and local orientation.

Work Arrangement & Schedule Details

• Hybrid Model: Enjoy 2 to 3 days of work-from-home flexibility per week following the successful completion of your initial in-office training and nesting period in Lisbon.
• Fixed Business Hours: Operations run strictly Monday through Friday on alternating morning schedules:
  • Shift A: 07:00 – 16:00
  • Shift B: 08:00 – 17:00
• Work-Life Balance: No weekend shifts! Saturdays and Sundays are completely reserved for rest and exploring Lisbon.

Why Join Us in Lisbon?

• Comprehensive Paid Onboarding: Thorough initial training program designed to equip you with all required software expertise, service techniques, and operational knowledge.
• Internal Career Growth: Over 80% of our leadership team, trainers, and quality managers began their careers as Customer Advisors.
• Diverse Workplace: Work alongside international professionals in a welcoming, multicultural atmosphere located in one of Europe's safest and sunniest capital cities.