Customer Service Escalation Specialist

About the company

We are Stayforlong and for us travel is not just a means to an end but a journey of extraordinary moments and remarkable discoveries.

As firm believers in the enriching power of prolonged stays we are passionate about nurturing meaningful connections with the places our customers visit. We reward their commitment to the journey with progressively cheaper rates encouraging them to immerse themselves in the very essence of each destination.

We were born in Barcelona out of the need to disrupt an industry dominated by big corporations dictating how we should travel.

Since 2015 our commitment has been to empower our customers to break free from the constraints of an oversaturated market. We strive to offer a fresh perspective giving them hoteliers and our partners the flexibility opportunities and choices they deserve.

About the team

At Stayforlong we are currently a team of 80 people working in a dynamic and collaborative environment where people have the opportunity to grow and develop professionally.

We strongly believe in equal opportunities for everyone both in the workplace and beyond. We like to create spaces where everyones ideas are equally valued and heard.

We are committed to inclusion diversity and worklife balance. We value a respectful work environment where all people are valued and respected regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity etc etc etc.

We started in a difficult business environment and have grown from there which is why we admire nonconformists who fight against the odds refuse to be intimidated and help others along the way. With our digital DNA we thrive on challenges love to think outside the box and move with the times.

Currently were developing our Payments and Fraud department and we need a Fraud and Payments Specialist .

Would you like to join us

Job purpose:

Provide support to end users by handling requests that have been escalated by Stay 1 and external customers. The customer service escalation specialist is responsible for managing escalations relating to products or services handling of complex issues and providing feedback to upper management regarding customer issues.

As a team we are passionate about turning travel dreams into reality ensuring our customers have unforgettable experiences and creating memories that last a lifetime.

Our team is comprised of experienced travel professionals who possess extensive knowledge about travels. At the core of our work is the belief that each traveler deserves personalized attention and care. We continuously update our expertise to provide the most uptodate information ensuring that our customers make informed decisions and are wellprepared for their journeys. We take the time to listen attentively to our customers needs preferences and concerns tailoring our services to meet their unique requirements.

Joining our Customer Experience Team comes with a range of enticing perks designed to make your work experience fulfilling and rewarding. Enjoy the flexibility of a schedule that allows you to work four days a week for two months granting you extended weekends to relax and rejuvenate. We prioritize your professional growth and offer abundant opportunities for internal advancement ensuring that your career thrives within our organization. Experience the power of great team dynamics as we foster a collaborative and supportive work environment that values open communication and mutual respect. Youll also benefit from continuous training programs that keep you updated with the latest industry trends and customer service techniques.

What youll do:

• Work on escalated cases such as emergency complaint and overbooking.
• Create mass issues and create an action plan.
• Actively search for solutions to problems.
• Identify root causes and create best practices to share with the department.
• Support Stay 1 agents and provide coaching and feedback sessions.
• Interacting with a globally diverse group of customers and colleagues.

What you will bring:

• Experience: More than 1 year working in customer service environment
• Proficiency in English.
• Strong communications skills.
• Adaptability.
• Desire to solve others problems.
• Team player.
• Time management skills.
• Able to provide and receive feedback.
• Great oral and written skills.
• Selfmotivated individual with the ability to multitask.
• Result oriented and driven.

What we offer:

• Permanent contract.
• Immediate incorporation.
• Fulltime. Schedule: From Monday to Sunday (rotating shifts).
• Possibility to work from home.
• Office located in the center of the city (Barcelona).
• Flexible remuneration: You will be able to include a restaurant card transport card kindergarten check health insurance and training.
• Taking part in a multicultural company.
• Excellent work environment.

Sign up for our job offer and discover what we can achieve together. We wanna meet you!