Customer Support Specialist - EMEA

About the Role

As a Customer Service Representative at Holafly, you’ll be the first point of contact for our travelers around the world. You’ll assist customers through chat, email, and video calls, helping them stay connected wherever they go. Your main goal will be to deliver an outstanding experience by solving inquiries efficiently, guiding users through their eSIM activation, processing orders or refunds, and providing clear, empathetic, and timely support in different languages. You’ll play a key role guaranteeing every customer enjoys a stress free experience with Holafly experience from start to finish.

Approving the training provided is required for this role. 

Key Responsibilities:

• Handle inquiries, troubleshoot issues, and resolve complaints related to our products and services efficiently.
• Serve as the first point of contact for Holafly customers via chat, email, video calls, and other communication channels.
• Deliver responsive, resolutive and empathetic support to ensure a positive customer experience.
• Process orders, refunds, forms, applications, and customer requests accurately and promptly.
• Maintain detailed records of customer interactions, transactions, feedback, and complaints
• Stay up-to-date with Holafly’s products, services, features, and updates to provide accurate information.
• Collaborate openly with internal teams and business operations to optimize workflows and enhance customer support processes.
• Build trust-based relationships with customers to foster loyalty and engagement.
• Manage high volumes of customer interactions, including multilingual support when needed.
• Participate in ongoing training programs to improve product knowledge, processes, and customer support skills.
   
• Meet performance targets of customer satisfaction,  first contact resolution and high quality in every interaction in a fast-paced, dynamic environment.
   

Requirements:
 

• Proven experience in customer service, BPO, Call center, or preferably in e-commerce, travel, and technology sectors.
• Strong communication skills in English C1,  additional languages are a plus.
• Detail oriented and high customer orientation mindset. 
• Empathy and  active listening, adaptability, flexibility and a respectful attitude with customers and peers.
• Clear written and verbal communication
• Ability to work across multiple platforms, providing customer support through live chats, email and social media. 
• Have previously embraced remote work, capable of working independently and self-motivated.
• Participate in on-going product training and process upskilling.
• Being adherent and flexible to internal processes and procedures.
• Eagerness to learn and adapt to new products, services, and tools.
• Basic knowledge of CRM systems and customer support software is a plus.
• Ability to work collaboratively with internal teams to improve workflows and customer experience.
• Flexible and proactive attitude, with a focus on delivering positive outcomes for customers.
• This role operates on a 9-hour shift, consisting of 7 hours and 45 minutes of active work, two 15-minute breaks, and a 45-minute lunch, with rotating schedules that may include shifts from 11:00 - 20:00 hrs CET 
• This is a rotating-shift position, which includes two days off per week; however, these rest days may fall on weekdays rather than weekends
• This is a Contractor position. The Contractor may be requested to provide their services during non-core business hours throughout the week, including during evenings.
• At Holafly, we move fast to stay ahead in the travel tech industry, so your job duties may occasionally evolve to accommodate changing business needs.

What we offer

• Remote work 
• Great company culture and international environment
• Education Bonus
• Paid time off to relax and recharge
• Highly-skilled teammates and lots of opportunities for growth, learning and development! 

Apply today and help us transform connectivity for the future of corporate travel and enterprise mobility. 🌎 Visit us at Holafly to explore open positions and learn more about our mission!