THE ROLE
As an Indie Campers Service Recovery Agent you'll be focused in analyzing customer complaints, delivering exceptional issue resolution, and continuously enhancing our support quality.
You'll communicate directly with customers through calls, emails, and chat to address their concerns, offer solutions, and ensure high standards of service.
You will be joining our Global Customer Support team in our Lisbon office, reporting directly to your Region's Customer Support Lead, and working very closely with Operations Strategy, Support Strategy and Asset Management.
WHAT WILL YOU WORK ON?
Analyse customer complaints and resolve issues through direct communication via calls, emails, and chat, actively looking to provide customers' solutions to their claims.
Review daily customer interactions to ensure quality, provide feedback, and support Customer Satisfaction (CSat) follow-ups.
Maintain and update Knowledge Base resources for accurate and consistent customer support.
Monitor recurring customer issues, suggesting process improvements for a more efficient support experience.
Support all complaints at every step of the customer journey, providing assistance on Google My Business (GMB), TrustPilot, and other social media platforms
WHO ARE WE LOOKING FOR?
Minimum of 2 years in Customer Support roles, preferably in Travel & Tourism, Rent-a-car or hospitality industries.
Familiarity with workflow and ticketing platforms, with experience managing cases from multiple sources.
Proficient with GMB, TrustPilot, and other review and social media platforms for managing online customer feedback.
Experience with outbound customer communication and follow-ups to ensure complete issue resolution.
Customer-centric approach with a strong ability to empathise and resolve issues effectively.
Experience handling complaints at every stage of the customer journey, ensuring seamless support from start to finish.
Strong verbal and written communication skills
Fluency in English is mandatory.
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