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

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

• 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
  - wide initiatives, including our Ever
  Better wellness program.
• Job stability.
• Life-long skills and experience.
• Excellent work culture.

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

Apply today!