Turkish Speaking Customer Advisor (Hybrid)

Ignite; Lisboa; Hybrid; EUR 11,000 - 17,000; Full time

Benefits offered by this job

Monthly performance-based bonus

Meal allowance per working day

Health insurance coverage

Company accommodation

Travel reimbursement and onboarding

Job summary

Ignite is seeking a Turkish-speaking Travel Support Specialist / Customer Experience Advisor in Lisbon, Portugal, operating under a hybrid model with 2–3 remote days weekly. The role focuses on delivering high-touch support to Turkish-speaking travelers, handling flight itineraries, hotel bookings, and partner coordination.

The position offers two compensation options: a standard base salary with performance bonuses and a relocation package featuring company accommodation.

Qualifications

• Turkish: native or fluent with C1/C2 level in written and spoken Turkish.
• English: professional working proficiency (B2) for internal comms and training modules.
• Experience in call centers, customer support, travel or hospitality is beneficial but not required.
• Strong computer literacy and ability to navigate multiple browser tabs and CRM systems.

Responsibilities

• Provide end-to-end customer care to Turkish-speaking travelers via phone, email, and live chat.
• Process booking changes, cancellations, refunds, and special assistance requests promptly.
• Coordinate with hoteliers, airlines, and local travel agencies to resolve inquiries.
• Investigate and resolve complex issues while aiming for single-contact resolution.
• Log and manage customer histories and ticket statuses across CRM platforms.
• Meet KPIs such as CSAT, AHT, and FCR while following brand and confidentiality guidelines.

Skills

Turkish language

English proficiency

Customer support

CRM usage

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
• Languages Required: Native or fluent Turkish (C1/C2) & Professional English (B2)
• 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.

• 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.

Essential Criteria

Candidate Profile & Qualifications

• 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.