Job Description

We are seeking savvy and skilled individuals like you to join our diverse Customer Service Team.

We are looking for a new colleague with a passion for customer contact and travel. As a Customer Services Advisor, you must be able to switch quickly when challenging issues arise.

If you've got the right to work in Spain and speak Dutch, French & English, language, keep on reading!
Our recruitment process includes a language test and online assessment, followed by a virtual interview.

ABOUT OUR OFFER

• You will be working Monday- Friday with occasional Saturdays. When working on a Saturday. Please note that on certain Belgian or Dutch public holidays, work may still be required depending on operational needs in either country.
• We offer remote working from anywhere in Spain on permanent seasonal contracts.
• You'll be compensated for every training day complete and have access to our TUI Learning Hub, TUI Skills Academy & Language Lesson and complimentary access to our dedicated WeCare Team & 24/7 Wellbeing Hub.
• Get involved with charity and sustainability initiatives like the TUI Care Foundation Access to the “TUI Club de Benefits” with multiple discounts on products and services across Spain. 

ABOUT THE JOB

• You inform travelers calmly and thoroughly about any changes
• You handle these changes and issues quickly and accurately before departure and during the stay (flight changes, cancellations, overbookings, errata, maintenance works, quality issues) related to the original booking.
• You negotiate with our partners to find suitable alternatives for our customers.
• You act as the first point of contact for the customer (including on social media) to provide efficient and customer‑focused service aimed at maximum customer satisfaction.
• You are personally responsible for finding a suitable alternative.
• You manage the full handling of cases to quickly provide dissatisfied customers with an appropriate solution/answer and ensure high customer satisfaction.
• You are the point of contact during incidents such as natural disasters, attacks, or political unrest and advise the relevant departments.
• You have strong writing skills and respond to messages via Facebook and Instagram.

ABOUT YOU

• You are confident and resilient. Quick action is often required in the holidaymaker’s best interest, so you are given the freedom and responsibility to resolve issues independently, for example by offering compensation and/or alternative accommodation.
• You are empathetic, patient, a good listener, and solution‑oriented, and you can accurately assess the traveler’s situation.
• You are empathetic yet fair and have proven experience in a similar role within a contact center, as well as relevant work experience in the tourism sector.
• You can handle stress and work under pressure. You are not afraid of crisis situations and are able to make quick decisions when necessary.
• Working collaboratively as a team player with customers and colleagues is second nature to you.
• Bilingual and confident – fluent in both Dutch, French and English, ready to support customers across languages with clarity and care.
• You are flexible and work in shifts, including weekends, with your schedule provided at least one month in advance.
• You are fluent in Dutch, French, and English, both spoken and written.

From a workplace to a place to belong, we embrace diversity, equity and inclusion, encouraging everyone to come as you are, because together our potential is limitless. We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.