Spanish-Speaking Customer Experience Specialist - Accommodation Platform

About the role

Kats Recruitment is hiring Spanish-speaking Customer Experience Specialists for an on-site position in Porto, Portugal, supporting one of the world's leading online travel and accommodation platforms. You will help travelers and property hosts across Spanish-speaking markets with reservations, listings, payments and on-trip assistance, acting as a key touchpoint for positive travel experiences.

Key responsibilities

• Provide professional, empathetic customer care by phone, email and live messaging in Spanish
• Help travelers with booking confirmations, itinerary changes, cancellations and refunds
• Support hosts with listing management, calendar settings, reservation policies and payouts
• Resolve on-trip disruptions, check-in issues and booking discrepancies
• Troubleshoot account access, payment errors and app features
• Record interactions, case histories and escalations in CRM systems
• Maintain service levels, quality guidelines and community safety policies

Required profile

• Native or near-native Spanish (C1/C2) with excellent verbal and written communication
• English at B2 level or higher for internal tools, team communication and training
• Customer-centric mindset, empathy and active listening
• Problem-solving ability and calmness under pressure
• Prior experience in customer support, tourism, hospitality or travel operations is a plus; entry-level candidates are welcome
• Availability to work on-site in Porto on rotating shifts

Required skills

• Good computer literacy and multitasking across tabs, databases and software
• CRM documentation

What we offer

• Modern office in Porto, 40 hours per week on rotating shifts (Monday to Sunday with rest days)
• Competitive monthly salary, performance-based bonuses, daily meal allowance and private health insurance
• Fully paid initial training on platform operations, hospitality standards and case resolution
• International team culture, social events, employee amenities and career advancement paths