Turkish Speaking Customer Advisor (Hybrid)

Eco Plus Solutions AB; Lisboa; Hybrid; EUR 13,000 - 16,000; Full time

Benefits offered by this job

Meal allowance

Health coverage

Relocation support

Job summary

Eco Plus Solutions AB in Lisbon is seeking a Turkish-speaking Travel Support Specialist to deliver high-touch customer care for Turkish-speaking travelers across phone, email, and live chat, acting as a bridge between guests, hotels, and transport partners.

The role offers a hybrid work model (2–3 days remote), daytime shifts, and a compensation package with a base salary plus bonus. EU citizenship or Portuguese residency is required, with relocation options available for locals.

Qualifications

• Legal EU/EFTA citizenship or Portuguese residency required.
• Turkish native/fluent (C1/C2) with working English (B2).
• Experience in call centers, customer support, hospitality or travel is a plus.
• Strong computer literacy and CRM proficiency.

Responsibilities

• Provide Turkish-language support via phone, email, and live messaging.
• Handle bookings, changes, cancellations, refunds, and billing inquiries.
• Coordinate with hotels, airlines, and travel partners for solutions.
• Investigate and resolve complex customer concerns, aiming for single-contact resolution.
• Log interactions and manage tickets in CRM systems.
• Meet KPIs for CSAT, AHT, and FCR while maintaining confidentiality.

Skills

Turkish (C1/C2)

English (B2)

Customer support

Call center experience

Tools

CRM systems

Ticketing software

Database navigation

Job description

• Job Title: Turkish-Speaking Travel Support Specialist / Customer Experience Advisor
• Location: Lisbon, Portugal (Hybrid: 2–3 days remote work per week)
• Employment Type: Full-Time | Regular Contract
• Industry Focus: Online Travel, Hospitality & Global Reservation Services
• Schedule: Monday – Friday (Daytime shifts: 07:00–16:00 & 08:00–17:00) — 100% Weekends Off!
• Languages Required: Native or fluent Turkish (C1/C2) & Professional English (B2)

Important Notice & Work Authorization

• Candidates Eligibility: Candidates must possess valid EU/EFTA Citizenship or an active Portuguese Residency Card at the time of application.
• Note: We are unable to offer visa sponsorship or consider applicants without an established, legal right to work in Portugal.

About the Opportunity

Are you an articulate communicator with a customer-first mindset and a passion for the global travel industry? Join one of Europe's premier customer experience and business operations hubs located in the vibrant city of Lisbon!

In this dynamic role, you will represent one of the world's leading online travel platforms. Serving as a crucial bridge between travelers, accommodation providers, and transport partners, you will deliver high-touch customer care across Turkish-speaking markets. Whether assisting a traveler with a last-minute itinerary modification or coordinating directly with hotel partners, your dedication will directly impact customer satisfaction and create hassle-free travel experiences.

Key Responsibilities & Core Accountabilities

• End-to-End Customer Care: Provide professional, efficient, and empathetic assistance to Turkish-speaking travelers via phone, email, and live messaging platforms regarding flight itineraries, hotel bookings, vehicle rentals, and holiday packages.
• Reservation & Account Management: Process booking modifications, cancellations, refund requests, special assistance requests (e.g., accessibility requirements, dietary options), and billing/payment inquiries in a timely manner.
• B2B Partner Liaison: Collaborate directly with hoteliers, property managers, airline representatives, and local travel agencies across global destinations to coordinate fast solutions for guest inquiries or operational disruptions.
• Root-Cause Problem Solving: Investigate and resolve complex customer concerns, booking discrepancies, or service disruptions calmly and analytically, striving for single-contact resolution whenever possible.
• Systems & Workflow Management: Accurately log, tag, and maintain interaction records, customer history, and ticketing statuses across modern CRM and database enterprise platforms.
• Quality & Performance Standards: Consistently hit individual key performance indicators (KPIs), including Customer Satisfaction (CSAT), Average Handle Time (AHT), and First Contact Resolution (FCR), while fully adhering to strict brand and confidentiality guidelines.

Candidate Profile & Qualifications

Essential Criteria

• Legal Work Eligibility: Valid EU/EFTA Citizenship OR an active Portuguese Residency Card (Mandatory).
• Language Proficiency: Native or fluent (C1/C2 level) in written and spoken Turkish, complemented by a solid working proficiency (B2 level) in English for internal communication, system navigation, and training modules.
• Professional Experience: Prior experience in call centers, customer support, retail, hospitality, or travel agency operations is beneficial, but not required (candidates with strong interpersonal skills and an eagerness to learn are highly encouraged to apply!).
• Technical Skills: Strong computer literacy, including comfortable navigation across multiple browser tabs, CRM systems, databases, and software tools simultaneously alongside fast typing and troubleshooting abilities.

Soft Skills

• Active listening, high emotional intelligence, problem-solving capability, and the ability to maintain composure during high-volume periods or challenging customer interactions.

Compensation & Flexible Benefits Packages

To accommodate both local candidates and those relocating to Lisbon, we offer two comprehensive compensation packages:

• Option 1: Standard Base Salary Package
  • Base Salary: €1,436.16 Gross / month (distributed across 12 monthly payments).
  • Additional Benefits: Monthly performance-based bonus opportunity, meal allowance allocated per working day, and standard local health/legal coverage.
• Option 2: Relocation & Accommodation Package
  • Base Salary: €1,138.66 Gross / month (distributed across 12 monthly payments).
  • Company Accommodation: Private room provided in a fully furnished, shared company apartment (all major utility bills included: internet, electricity, water, and gas).
  • Travel Reimbursement: Initial flight ticket reimbursement upon successful completion of the probation period.
  • Airport Pickup & Onboarding Support: Dedicated relocation support team to assist with initial setup in Lisbon.

Work Arrangement & Shift Structure

• Hybrid Work Model: Enjoy a balanced work environment with 2 to 3 days of work-from-home flexibility per week following successful completion of your initial training and nesting period in our modern Lisbon office.
• Fixed Daytime Hours: Operational shifts run strictly Monday through Friday with rotating schedules:
  • Shift A: 07:00 – 16:00
  • Shift B: 08:00 – 17:00
• Work-Life Balance: No weekend shifts! Saturdays and Sundays are completely free to enjoy Lisbon's beaches, culture, and cuisine.

What We Offer & Professional Growth

• Fully Paid Onboarding Training: Comprehensive classroom and practical training covering customer relationship management systems, industry standards, and effective communication strategies.
• Career Advancement Pathways: Over 80% of our management, quality assurance, training, and team leading positions are filled through internal promotions.
• International Environment: Join a diverse, inclusive, and multi-cultural team representing dozens of nationalities under one roof.
• Employee Wellbeing Programs: Access to health insurance options, internal wellness initiatives, company sports leagues, and organized cultural events throughout Lisbon.