Job Title: Aircover Support Specialist (German & English)

Location: Lisbon, Portugal
Position Type: Full-time (40 hours/week)
Working Hours: Monday - Sunday, 09:00 – 23:00
Contract Type: Unfixed term contract
Probation Period: 30 Days

About the Company:
Join an innovative community marketplace that connects travelers with unique accommodations across the globe. This dynamic organization values exceptional customer service and a commitment to creating memorable travel experiences for its users.

Role Overview:
As an Aircover Support Specialist, you will play a vital role in ensuring the safety and satisfaction of our community. You will provide empathetic and professional support to users in both German and English, handling inquiries and claims with keen attention to detail.

Key Responsibilities:

• Respond to inbound and outbound inquiries across multiple channels, including phone and chat, while maintaining a professional and empathetic demeanor.
• Understand and implement company policies to safeguard the best interests of our community members.
• Take ownership of user queries, guiding them to resolution or appropriate escalation.
• Investigate urgent and sensitive issues, prioritizing safety and utilizing trauma-informed methodologies.
• Compose and customize thoughtful responses to customer queries and provide emotional support when needed.
• Maintain the confidentiality and accuracy of customer information within the organization’s systems.
• Deliver exceptional support for user-facing protections, including Host Damage Protection and Liability Insurance.
• Identify product and process issues that may affect the community and provide constructive feedback.

What We're Looking For:

• Fluency in German(C2 level) and proficiency in English (C1 level).
• 1-3 years of experience in claims handling, dispute resolution, or related fields.
• Strong communication skills with an ability to manage complex cases and demonstrate empathy.
• A proactive mindset in identifying and solving issues while maintaining a customer-first approach.

What We Offer:

• Competitive salary with attractive bonuses, including a holiday bonus and a Christmas bonus, each equivalent to one month’s salary.
• Performance bonus opportunities tailored to your contributions from your fourth full month of service.
• Comprehensive medical and dental insurance coverage after your initial probation period.
• Generous annual leave of 22 business days, in compliance with Portuguese law.
• Relocation support including reimbursed travel ticket costs and monthly accommodation assistance for the first three months.
• Full remuneration during the training period, with ongoing support throughout your onboarding journey.

Join Us:
This opportunity is facilitated by AMSpace Recruitment on behalf of our client. If you are ready to make a difference in a vibrant and supportive environment, we invite you to apply today!

Apply now to be part of a trusted community and help create unforgettable travel experiences!