ITALIAN RETENTION ADVISOR FOR AN ONLINE TRAVEL AGENCY

Description: 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 objectivesResponsible for dealing with all customer enquiries ensuring the highest levels of service are provided to CustomersProvide updates, offer assistance, and ensure their satisfaction with the serviceDevelop 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 writtenExcellent 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 PortugalBe a local candidate or willing to relocate to Lisbon, Portugal Benefits. Signing bonusCompetitive wagesRelocation packagePaid professional trainingEmployee discountsPrivate healthcare & dental insurance (after six months of employment)Growth opportunities through various development programsFun and engaging company-wide initiatives, including our EverBetter wellness programJob stabilityLife-long skills and experienceExcellent 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!