Italian Retention Advisor for an online travel agency - Lisbon, Portugal

Come and work with us.

Are you Italian native or fluent with strong English communication skills? 

Looking to make your career in a multicultural environment in the sunny and happy Lisbon? 

So we have the perfect opportunity for you! 

 

Your future project: join our Italian Customer Support team.

Our client is one of the largest online travel agencies worldwide, with more than 20M customers.

As a Retention Advisor in this project, your daily responsibilities will include:

• Comply with the company’s policies and procedures to meet statutory, quality and business requirements within the overall strategy and objectives


• Responsible for dealing with all customer enquiries ensuring the highest levels of service are provided to Customers


• Provide updates, offer assistance, and ensure their satisfaction with the service


• Develop and execute strategies to engage and retain customers through targeted retention campaigns.


• Implement strategies to encourage membership renewal, highlighting the value and benefits of continued subscription.


• Quickly understand complex issues and identify the root causes of problems.


• Develop and implement effective solutions to address customer queries and concerns.


• Proactively identify opportunities to enhance the customer experience in the travel and hospitality industry.


• Exhibit a positive and enthusiastic attitude in all customer interactions and team collaborations.


• Foster a motivating and uplifting environment for both customers and colleagues.


• Demonstrate resilience and take full ownership of tasks and outcomes.


• Apply established policies and procedures to resolve customer issues effectively.


• Exhibit flexibility and a positive mindset in adapting to constant changes and new challenges.


• Embrace change as an opportunity for growth and improvement within the role and organization.

To succeed in the role, you will need to have:

• Native or proficient level of Italian (C2)


• Advanced level of English (at least C1) both verbal and written


• Excellent listening and written/oral communication skills in supported languages 


• Previous experience with retention campaigns, demonstrating the ability to engage and retain customers.


• Consistently achieve and maintain high customer satisfaction scores, reflecting the dedication to deliver exceptional service and ensuring positive customer experiences.


• Proficient use of computers, email, internet, browsers, and order management/CRM systems.


• A positive and enthusiastic attitude.


• Proven experience  in sales, with proven experience in engaging and persuading customers effectively.


• Ownership and Responsibility while being resilient and able to positively influence outcomes.


• Creative Problem Solving by applying established policies, procedures, and tactics, thinking outside the box when established methods are insufficient.


• A customer-first mindset is essential. 


• Be committed to honest communication, avoiding any misleading information or tactics that could damage trust.


• Ability to address concerns, answer questions, and resolve issues promptly is crucial for maintaining customer satisfaction and loyalty.


• Flexibility and adaptability to constant changes. 


• Must hold EU citizenship or a valid work permit for Portugal


• Be a local candidate or willing to relocate to Lisbon, Portugal

Benefits.

• Signing bonus


• Competitive wages


• Relocation package


• Paid professional training


• Employee discounts


• Private healthcare & dental insurance (after six months of employment)


• Growth opportunities through various development programs


• Fun and engaging company-wide initiatives, including our EverBetter wellness program


• Job stability


• Life-long skills and experience


• Excellent work culture

Go further with Foundever™

We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. 

Apply today!