Job Description

Spanish-Speaking Customer Experience Specialist – Accommodation Platform | Porto

Job Description

We are recruiting Spanish-speaking Customer Experience Specialists for an on-site position in Porto, Portugal, supporting one of the world's leading online travel and accommodation platforms.

In this role, you will assist travelers and property hosts across Spanish-speaking markets, providing end-to-end support with reservations, listings, payment inquiries, and on-trip assistance. You will be a vital touchpoint in ensuring positive travel experiences, mediating challenges with empathy, and driving high satisfaction for both guests and hosts.

Your Role

• Deliver professional, empathetic customer care via phone, email, and live messaging in Spanish.
• Assist travelers with booking confirmations, itinerary changes, cancellations, and refund procedures.
• Support accommodation hosts with listing management, calendar settings, reservation policies, and payout schedules.
• Mediate on-trip disruptions, check-in issues, and booking discrepancies, providing swift and fair solutions.
• Troubleshoot account access, digital payment errors, and mobile application features.
• Accurately document customer interactions, case histories, and escalations in CRM platforms.
• Maintain service level standards, quality guidelines, and community safety policies.

Your Qualifications

• Native or near-native fluency in Spanish (C1/C2 level) with excellent verbal and written communication.
• Good command of English (B2 level or higher) for internal tools, team communication, and training.
• Exceptional customer-centric mindset, empathy, and active listening skills.
• Strong problem-solving ability with the composure to navigate urgent travel-related situations calmly.
• Good computer literacy and ease in navigating multiple tabs, databases, and software tools simultaneously.
• Prior experience in customer support, tourism, hospitality, or travel operations is a plus, though motivated entry-level candidates are welcome.
• Availability to work on-site in Porto on rotating shift patterns.

The Offer

• Location: Modern office facilities in Porto, Portugal (full-time on-site).
• Work Schedule: 40 hours per week on rotating shift schedules (operating Monday to Sunday with scheduled rest days).
• Compensation & Benefits: Competitive monthly salary package, performance-based variable bonuses, daily meal allowances, and private health insurance.
• Training: Fully paid, comprehensive initial training program covering platform operations, hospitality standards, and case resolution.
• Workplace Culture: Vibrant, international team environment with regular social events, modern employee amenities, and clear internal career advancement pathways.