Turkish Speaking Customer Advisor (on-site)

IMPORTANT NOTICE: Candidates must possess valid EU/EFTA Citizenship or an active Portuguese Residency Card at the time of application. We are unable to offer visa sponsorship or consider applicants without an established, legal right to work in Portugal.

Position Overview

• Location: Lisbon, Portugal (Hybrid: 2–3 days remote work per week)
• Employment Type: Full-Time, Regular Contract
• Schedule: Monday – Friday (Daytime shifts: 07:00–16:00 & 08:00–17:00) — 100% Weekends Off!
• Industry Focus: Online Travel, Hospitality & Global Reservation Services

About the Opportunity

Are you an articulate communicator with a customer-first mindset and a passion for the global travel industry? Join one of Europe's premier customer experience and business operations hubs located in the vibrant city of Lisbon!

In this dynamic role, you will represent one of the world's leading online travel platforms. Serving as a crucial bridge between travelers, accommodation providers, and transport partners, you will deliver high-touch customer care across Turkish-speaking markets. Whether assisting a traveler with a last-minute itinerary modification or coordinating directly with hotel partners, your dedication will directly impact customer satisfaction and create hassle-free travel experiences.

Key Responsibilities & Core Accountabilities

• End-to-End Customer Care: Provide professional, efficient, and empathetic assistance to Turkish-speaking travelers via phone, email, and live messaging platforms regarding flight itineraries, hotel bookings, vehicle rentals, and holiday packages.
• Reservation & Account Management: Process booking modifications, cancellations, refund requests, special assistance requests (e.g., accessibility requirements, dietary options), and billing/payment inquiries in a timely manner.
• B2B Partner Liaison: Collaborate directly with hoteliers, property managers, airline representatives, and local travel agencies across global destinations to coordinate fast solutions for guest inquiries or operational disruptions.
• Root-Cause Problem Solving: Investigate and resolve complex customer concerns, booking discrepancies, or service disruptions calmly and analytically, striving for single-contact resolution whenever possible.
• Systems & Workflow Management: Accurately log, tag, and maintain interaction records, customer history, and ticketing statuses across modern CRM and database enterprise platforms.
• Quality & Performance Standards: Consistently hit individual key performance indicators (KPIs), including Customer Satisfaction (CSAT), Average Handle Time (AHT), and First Contact Resolution (FCR), while fully adhering to strict brand and confidentiality guidelines.

Candidate Profile & Qualifications

• Legal Work Eligibility: Valid EU/EFTA Citizenship OR an active Portuguese Residency Card (Mandatory).
• Language Proficiency:
  • Native or fluent (C1/C2 level) in written and spoken Turkish.
  • Solid working proficiency (B2 level) in English for internal communication, system navigation, and training modules.
• Professional Experience: Prior experience in call centers, customer support, retail, hospitality, or travel agency operations is beneficial, but not required. Candidates with strong interpersonal skills and an eagerness to learn are highly encouraged to apply!
• Technical Skills: Strong computer literacy, including comfortable navigation across multiple browser tabs, CRM systems, databases, and software tools simultaneously. Fast typing skills and standard troubleshooting abilities are expected.
• Soft Skills: Active listening, high emotional intelligence, problem-solving capability, and the ability to maintain composure during high-volume periods or challenging customer interactions.

Compensation & Flexible Benefits Packages

To accommodate both local candidates and those relocating to Lisbon, we offer two comprehensive compensation packages:

Option 1: Standard Base Salary Package

• Base Salary: €1,436.16 Gross / month (distributed across 12 monthly payments)
• Monthly performance-based bonus opportunity
• Meal allowance allowance included per working day
• Standard local health and legal coverage

Option 2: Relocation & Accommodation Package

• Base Salary: €1,138.66 Gross / month (distributed across 12 monthly payments)
• Company Accommodation: Private room provided in a fully furnished, shared company apartment (all major utility bills included: internet, electricity, water, and gas).
• Flight Reimbursement: Initial flight ticket reimbursement upon successful completion of the probation period.
• Airport Pickup & Onboarding Support: Dedicated relocation support team to assist with initial setup in Lisbon.

Work Arrangement & Shift Structure

• Hybrid Work Model: Enjoy a balanced work environment with 2 to 3 days of work-from-home flexibility per week following successful completion of your initial training and nesting period in our modern Lisbon office.
• Fixed Daytime Hours: Operational shifts run strictly Monday through Friday with rotating schedules:
  • Shift A: 07:00 – 16:00
  • Shift B: 08:00 – 17:00
• Work-Life Balance: No weekend shifts! Saturdays and Sundays are completely free to enjoy Lisbon's beaches, culture, and cuisine.

What We Offer & Professional Growth

• Fully Paid Onboarding Training: Comprehensive classroom and practical training covering customer relationship management systems, industry standards, and effective communication strategies.
• Career Advancement Pathways: Over 80% of our management, quality assurance, training, and team leading positions are filled through internal promotions.
• International Environment: Join a diverse, inclusive, and multi-cultural team representing dozens of nationalities under one roof.
• Employee Wellbeing Programs: Access to health insurance options, internal wellness initiatives, company sports leagues, and organized cultural events throughout Lisbon.