Turkish Speaking Customer Advisor

Ignite; Sintra; Hybrid; EUR 15,000 - 17,000; Full time

Benefits offered by this job

Fully paid training

Internal mobility

Multicultural environment

Job summary

Ignite in Lisbon is seeking a Turkish-Speaking Travel Support Specialist to join our global e-commerce travel brand. You will be the frontline ambassador for Turkish-speaking users and hospitality partners, handling flight, hotel, and vacation rental bookings via phone, email, and live ticketing channels.

The role offers a hybrid work model with 2–3 days remote per week, and a rotating schedule Monday–Friday.

Qualifications

• Native or advanced fluent Turkish (C1/C2) and professional English (B2).
• EU/EFTA citizenship or Portuguese residency required.
• Call center, retail, customer care, or tourism background is an asset but not mandatory.

Responsibilities

• Deliver professional, efficient, empathetic resolution to Turkish-speaking travelers regarding trip modifications, itinerary adjustments, cancellations, and travel logistics.
• Handle booking changes, refunds, payment verification, and special accommodation preferences with precision.
• Liaise with hotels, resort operators, car rental providers, and airline representatives to address guest inquiries and smooth out disruptions.
• De-escalate complex traveler concerns and booking discrepancies for immediate, single-contact resolutions.
• Accurately record and manage customer records, interaction histories, and support requests in CRM systems.
• Meet key metrics such as First Contact Resolution, Average Handle Time, and CSAT while adhering to brand protocols.

Skills

Turkish (C1/C2)

English (B2)

Customer service mindset

Tools

CRM software

Job description

• Job Title: Turkish-Speaking Travel Support Specialist / Customer Experience Advisor
• Location: Lisbon, Portugal (Hybrid structure: 2–3 days remote per week)
• Employment Type: Full-Time | Permanent
• Sector: Global E-Commerce Travel, Lodging & Itinerary Services
• Work Schedule: Monday – Friday (Rotating morning schedules: 07:00–16:00 & 08:00–17:00) — Guaranteed Weekends Off!
• Languages Required: Native or advanced fluent Turkish (C1/C2) & Professional English (B2)

Legal Requirement & Work Authorization

• Mandatory Eligibility: All applicants must hold valid EU/EFTA Citizenship or an active Portuguese Residency Card prior to applying.
• Note: Visa sponsorship is strictly unavailable, and applications from candidates without current legal permission to work in Portugal cannot be processed.

About the Role

Are you a skilled communicator with a dedicated service mindset and an interest in the global tourism sector? Take the next step in your career with a leading European customer experience and operational partner located in Lisbon!

In this dynamic position, you will serve as a frontline ambassador for a major international digital travel brand. You will act as a main point of contact for Turkish-speaking users and commercial hospitality partners, delivering top-tier service across flight, hotel, and vacation rental bookings via phone, email, and live ticketing channels.

Key Responsibilities & Core Accountabilities

• Customer Care Excellence: Deliver professional, efficient, and empathetic resolution to Turkish-speaking travelers regarding trip modifications, itinerary adjustments, cancellations, and travel logistics.
• Reservation & Billing Management: Handle booking changes, refund requests, payment verification, and special accommodation preferences (e.g., accessibility needs or dietary requirements) with precision.
• B2B Partner Coordination: Liaison directly with hotels, resort operators, car rental providers, and airline representatives to address guest inquiries and smooth out operational disruptions quickly.
• Proactive Problem Resolution: De-escalate complex traveler concerns and booking discrepancies, focusing on achieving immediate, single-contact resolutions.
• Systems Administration: Accurately record, track, and manage customer records, interaction histories, and support requests using modern CRM platforms.
• Performance Quality: Consistently meet key metrics such as First Contact Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT) scores while maintaining full adherence to brand protocols.

Candidate Profile & Qualifications

Essential Criteria

• Work Authorization: Valid EU/EFTA Citizenship OR an active Portuguese Residency Card (Required).
• Language Proficiency: Native or advanced fluent (C1/C2 level) proficiency in spoken and written Turkish, complemented by a solid professional command (B2 level) of English for internal training modules, system navigation, and team communications.
• Professional Experience: Prior background in call center support, retail, customer care, or tourism is an asset, but not mandatory (a fully paid training program is provided).
• Technical Skills: Strong computer literacy, including the ability to navigate multiple web platforms, CRM software, and databases concurrently while maintaining fast, accurate typing skills.

Interpersonal Strengths

• High emotional intelligence, active listening capabilities, adaptable problem-solving skills, and composure during peak volume periods.

Compensation & Benefits Options

To support both resident candidates and those moving to Lisbon, two distinct compensation options are available:

• Option 1: Standard Salary Package
  • Base Remuneration: €1,436.16 Gross / month (payable over 12 months).
  • Additional Benefits: Monthly performance-based bonus scheme, daily meal allowance allocation, and standard medical and local benefit coverage.
• Option 2: Relocation & Accommodation Package
  • Base Remuneration: €1,138.66 Gross / month (payable over 12 months).
  • Company Accommodation: Private room in a fully furnished shared company apartment (all utility expenses covered: electricity, water, internet, and gas).
  • Travel Reimbursement: Full initial flight expense reimbursement following successful completion of the probation period.
  • Arrival Assistance: Dedicated relocation support team to assist with airport pickup and city integration.

Work Arrangement & Shift Structure

• Hybrid Work Model: Enjoy a balanced work environment featuring 2 to 3 days of work-from-home flexibility per week upon finishing initial on-site training and nesting.
• Fixed Business Hours: Standard shifts operate strictly Monday through Friday on a rotating schedule:
  • Shift 1: 07:00 – 16:00
  • Shift 2: 08:00 – 17:00
• Work-Life Balance: No weekend shifts required! Saturdays and Sundays are completely reserved for leisure and exploring Lisbon.

Why Join Us in Lisbon?

• Fully Paid Training: Comprehensive onboarding covering tools, customer care strategy, and system navigation.
• Internal Mobility: Over 80% of leadership, training, and operational support positions are promoted directly from within the company.
• Multicultural Environment: Collaborate alongside international colleagues in a vibrant, diverse atmosphere in one of Europe's safest capitals.