Customer Relations Advisor - Portuguese

Customer Relations Advisor - Portuguese About Us: At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We’re the thrill of the first night in a new place. The excitement of the next morning. The friends you encounter. The journeys you take. The sights you see. And the memories you make. Through our products, partners and people, we make it easier for everyone to experience the world. Leadership/Team Quote: From our Trips HQ in Manchester, our team helps people get where they want to go, anywhere in the world. Whether customers want the freedom of a car, the ease of a taxi or the economy of public transport, we make it all possible. We are committed to giving you everything you need to take your career in the direction you want. With our core values we ensure you contribute to Booking.com’s mission in the best way you can. Role Description: The role of a Customer Relations Advisor - Portuguese at Booking.com in Manchester involves handling post-rental issues of customers and acting as a liaison between customers and suppliers. Key responsibilities include investigating customer queries and complaints through thorough analysis, managing customer expectations regarding timescales and potential resolutions, completing the full administrative cycle of documenting customer and supplier comments on relevant systems, and issuing refunds or compensation within agreed guidelines. The role requires excellent communication and problem-solving skills, a positive and motivated mindset, and the ability to work in a fast-paced environment. Advisors are expected to provide support across multiple channels such as phone, email, or live chat, and develop excellent product knowledge to help resolve customer queries effectively. Key Job Responsibilities and Duties: Handling the post rental issues of customers & liaising between them and our suppliers. Investigating customer queries and complaints through a thorough analysis of the details provided. Managing customer’s expectations on timescales and potential resolutions. Completing the full administrative cycle of documenting the customers/suppliers comments on the relevant systems. Issuing refunds/compensation within the agreed guidelines. Qualifications & Skills: Enjoy helping people and embrace the challenge of restoring faith when things go wrong. Written and verbal fluency in Portuguese and English. Take ownership of your work and multi-task effectively. Be resilient with excellent time management skills. Thrive in a fun, fast-paced environment, embracing different cultures, nationalities, and languages while staying calm under pressure and meeting deadlines. Benefits & Perks - Global Impact, Personal Relevance: Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive compensation and benefits package, as well as unique-to-Booking.com benefits which include: 25 (rising to 28) days of annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country) Industry leading product discounts - up to €1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit Working hours on a Monday to Friday basis Huge learning and development platform tailored to you Shopping and leisure discounts through Perkbox Wellbeing focus Mental health first-aiders and free supports Performance-based annual bonuses. Health Insurance Discounts. Contributory pension plan. Delicious catered free meals accessible at our office. Diversity, Equity and Inclusion (DEI) at Booking.com: Diversity, Equity & Inclusion have been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations. Take it from our Chief People Officer, Paulo Pisano: “At Booking.com, the diversity of our people doesn’t just build an outstanding workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It’s a place where you can make your mark and have a real impact in travel and tech.” We ensure that colleagues with disabilities are provided the adjustments and tools they need to participate in the job application and interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Application Process: Let’s go places together: How we Hire This role does not come with relocation assistance Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.