Turkish Speaking Customer Advisor (on-site)

LEGAL REQUIREMENT & WORK AUTHORIZATION

CRITICAL ELIGIBILITY CRITERIA: To be considered for this role, candidates must hold valid EU/EFTA Citizenship or a valid Portuguese Residency Card at the time of applying. Please note that visa sponsorship is unavailable, and applications without current, legal authorization to work in Portugal cannot be processed.

Position Overview

• Location: Lisbon, Portugal (Hybrid arrangement: 2–3 days work-from-home per week)
• Contract Type: Full-Time, Permanent
• Shift Schedule: Monday – Friday (Rotating daytime rosters: 07:00–16:00 & 08:00–17:00) — 100% Weekends Off!
• Industry Sector: Global Digital Travel, Lodging & Booking Services

About the Opportunity

Are you an articulate communicator with a passion for helping others and an interest in the global tourism industry? Step into an exciting career opportunity with a leading international customer experience manager situated in sunny Lisbon!

In this role, you will represent a renowned international digital travel platform as a core brand advocate. You will manage incoming communications from Turkish-speaking travelers and hotel partners, delivering high-quality resolution for accommodation, flight, and holiday reservation inquiries across phone, email, and live messaging channels.

Key Responsibilities & Accountabilities

• Frontline Customer Support: Deliver courteous, empathetic, and effective service to Turkish-speaking travelers regarding reservation modifications, cancellations, booking details, and special service preferences.
• Account & Reservation Handling: Manage itinerary updates, refund claims, payment verification, and specific travel accommodations (e.g., mobility options, dietary requests) accurately and efficiently.
• Partner & Vendor Relations: Act as an operational bridge between travelers and third-party partners—including hotels, property hosts, and transport providers—to resolve booking challenges smoothly.
• Effective Problem De-escalation: Analyze complex traveler concerns and booking discrepancies, applying critical thinking to secure immediate, single-contact solutions.
• CRM & Record Maintenance: Ensure precise logging, tagging, and documentation of all customer interactions and ticketing files within corporate database systems.
• Performance Excellence: Consistently attain key operational metrics, including First Contact Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT) benchmarks, while strictly following internal compliance guidelines.

Candidate Profile & Requirements

• Work Eligibility: Valid EU/EFTA Citizenship OR an active Portuguese Residency Card (Strict requirement).
• Language Skills:
  • Native or professional fluency (C1/C2 level) in spoken and written Turkish.
  • Solid working proficiency (B2 level) in English for internal training sessions, system navigation, and team collaboration.
• Professional Background: Previous experience in call centers, customer service, hospitality, or travel operations is advantageous, but not required (paid, structured training is fully provided).
• Technical Aptitude: Proficient computer skills, with the ability to manage multiple software tools, database systems, and internet browser tabs simultaneously alongside strong typing accuracy.
• Interpersonal Strengths: High emotional intelligence, active listening capabilities, problem-solving agility, and composure during peak contact periods.

Compensation & Package Options

We offer two distinct compensation structures designed to support both local candidates and individuals moving to Lisbon:

Option 1: Standard Salary Package

• Base Remuneration: €1,436.16 Gross / month (distributed across 12 monthly payments)
• Monthly performance-based incentive bonus
• Daily meal allowance component
• Standard health coverage and social benefits

Option 2: Relocation & Accommodation Package

• Base Remuneration: €1,138.66 Gross / month (distributed across 12 monthly payments)
• Company Accommodation: Private bedroom provided in a fully furnished shared company apartment (all major utility bills included: internet, electricity, water, and gas).
• Flight Reimbursement: Initial airfare expense reimbursement upon successful completion of the probation period.
• Relocation Support: Dedicated arrival assistance team to guide you through airport pickup and local orientation.

Work Arrangement & Schedule Details

• Hybrid Model: Enjoy 2 to 3 days of work-from-home flexibility per week following the successful completion of your initial in-office training and nesting period in Lisbon.
• Fixed Business Hours: Operations run strictly Monday through Friday on alternating morning schedules:
  • Shift A: 07:00 – 16:00
  • Shift B: 08:00 – 17:00
• Work-Life Balance: No weekend shifts! Saturdays and Sundays are completely reserved for rest and exploring Lisbon.

Why Join Us in Lisbon?

• Comprehensive Paid Onboarding: Thorough initial training program designed to equip you with all required software expertise, service techniques, and operational knowledge.
• Internal Career Growth: Over 80% of our leadership team, trainers, and quality managers began their careers as Customer Advisors.
• Diverse Workplace: Work alongside international professionals in a welcoming, multicultural atmosphere located in one of Europe's safest and sunniest capital cities.