Customer Service Specialist

Job Overview Role Overview e

Key Responsibilities

- The team is "obsessed" with efficiency, quality, and loyalty. You are responsible for the entire customer journey, providing a seamless experience from the moment a booking is confirmed until the traveler returns home.
- Operational Precision: Manage payments, cancellations, and booking amendments with high attention to detail.
- Trip Management: Support customers through all phases (pre, during, and post-trip), including updating travel details and interests.
- Crisis & Incident Handling: Act as the primary support for on-trip challenges, ranging from luggage transfers to medical emergencies and crises.
- Feedback & Reputation: Moderate website reviews, respond to post-trip feedback, and generate reviews on platforms like Google and Trustpilot to "close the loop."
- Internal Collaboration: Work with the operations team to ensure perfect trip execution and act as the "voice of the customer" within the organization. Required Attributes:
- Mindset: Passionate, organized, and resilient with a "hands-on" attitude.
- Teamwork: Active participation in meetings and a commitment to supporting colleagues. Competencies: 1. Technical Proficiency:
- Customer Mastery: A "customer-first" mindset focused on active listening and providing empathetic support (putting yourself in the "customer’s walking boots").
- Problem Solving & Initiative: Ability to think "outside the box" to solve issues autonomously, even in high-pressure crises or complex complaint handling.
- Operational Excellence: Strong time management to handle multitasking in a fast-paced environment, maintaining close attention to detail and clear communication across all platforms.
- Collaboration: A solid work ethic and interpersonal skills to build relationships with customers, colleagues, and suppliers alike. 2. Behavioral Values:
- Passion & Resilience: A "Love the Journey" being prepared for the unexpected, staying calm under pressure, and finding joy in the work.
- Ownership ("Go the Extra Mile"): Taking full accountability for problems and exceeding expectations rather than just meeting them.
- Social & Environmental Impact: "Treading thoughtfully" by being empathetic and seeking to minimize environmental impact while helping local communities.
- Innovation: "Taking a different path" by being brave, stepping out of comfort zones, and finding creative, authentic solutions that align with the brand.
- Emotional Intelligence: High self-awareness and the ability to resolve conflicts effectively while making others feel heard and valued. Languages Requirements: Requirements:
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Experience:
A minimum of 3 years in customer-facing roles focused on problem-solving and creating "customer delight" is essential.
- Technical

Skills:
Experienced and fluent in using IT systems, including live chat, booking systems, and the MS Office suite (Zendesk experience is highly desirable).
- Core Competencies: Strong empathy, resilience under pressure, and the ability to multitask and prioritize in a fast-paced environment.
- Communication: Must be a highly confident and articulate individual with outstanding written and verbal communication skills Compensation and Benefits
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Salary:
Competitive salary commensurate with experience
- Bonus Language
- Health

Benefits:
Paid by the Company after the trial period
- Transportation Allowance
- Meal Allowance paid on a card
- Other Perks:
- Health & Wellness Program
- Ongoing professional development
- Company-sponsored events & team-building experiences EnshoredJobs Localização do trabalho: Trabalho remoto híbrido em Lisboa