Customer Support Advisor with Spanish

About the Role

We are looking for Customer Support Advisors to join an international customer experience organisation in Portugal. In this role, you will provide first-line customer support for a leading global online travel and accommodation marketplace, assisting an international community of users with enquiries, booking-related issues and general platform support.

You will communicate with customers through telephone, live chat and email, ensuring that every interaction is handled professionally, efficiently and with a strong focus on customer satisfaction. This opportunity is ideal for individuals with excellent Spanish communication skills, a good command of English and a customer-oriented mindset who enjoy problem-solving in a fast-paced, multicultural environment.

Key Responsibilities

• Act as the first point of contact for customers using an international travel and accommodation platform.

• Provide friendly, professional and efficient customer support through inbound telephone calls, live chat and email.

• Handle customer enquiries, complaints and service-related issues with professionalism and empathy.

• Investigate and resolve customer problems using available internal resources and troubleshooting procedures.

• Identify complex or unresolved issues and escalate them to the appropriate internal teams.

• Prepare thoughtful, accurate and professional written responses to customer enquiries.

• Adapt predefined communication templates to individual customer situations.

• Support communication and dispute resolution between platform users when necessary.

• Research customer concerns and identify appropriate solutions in accordance with established procedures.

• Manage multiple customer interactions and concurrent tasks while maintaining service quality.

• Maintain accurate records of customer enquiries, actions taken and resolutions provided.

• Collaborate with colleagues and internal departments to ensure efficient issue resolution.

• Deliver a consistently positive customer experience across all communication channels.

Requirements

• Spanish proficiency at C2 level, both written and spoken.

• English proficiency at B2 level or higher.

• High school diploma or equivalent educational qualification.

• Strong customer service skills, including complaint handling, troubleshooting and problem-solving.

• Excellent verbal and written communication skills.

• Ability to provide professional customer support through telephone, chat and email.

• Strong interpersonal skills, empathy and a customer-focused approach.

• Ability to research information, investigate problems and identify practical solutions.

• Good organisational and multitasking skills.

• Ability to manage several customer enquiries simultaneously while maintaining accuracy and attention to detail.

• Confidence handling challenging customer situations and assisting with dispute resolution.

• Ability to follow established procedures and adapt communication templates to specific customer needs.

• Comfortable working in a fast-paced, multicultural environment.

• Based in Portugal or willing to relocate for the position.

• Availability to work 100% on-site in Lisbon or Porto, depending on assignment.

• Flexibility to work rotational shifts within a 24/7 operation, including weekends and public holidays as scheduled.

Benefits

• Full-time employment opportunity.

• Performance-based bonus linked to KPIs, applicable from the fourth month of employment.

• Meal allowance.

• Christmas and holiday bonuses.

• Health insurance plan after six months of employment.

• Relocation support for eligible candidates, including travel ticket reimbursement.

• Opportunity to work in an international and multicultural customer experience environment.

• Experience supporting a global travel and accommodation platform.

• Additional employee benefits.