Reservations & Support Agent, English

This is a fully remote position, open to applicants in Portugal.

📋 Description

• Manage both inbound and outbound customer communications through phone and email in Portuguese and English, ensuring a professional and customer-centric experience.

• Support customers throughout their entire rental process, which includes handling reservations, making booking changes, cancellations, and providing post-rental assistance.

• Assess customer needs and suggest the most appropriate rental options, upgrades, and additional services to enhance sales opportunities.

• Juggle multiple tasks simultaneously while ensuring accuracy and efficiency in a dynamic environment.

• Address customer inquiries, complaints, and issues swiftly, guaranteeing a positive experience and high levels of customer satisfaction.

• Achieve and surpass individual performance metrics related to bookings, call management, service quality, and customer satisfaction.

• Uphold high standards of communication quality in all customer interactions, adhering to company policies and procedures.

• Precisely record customer interactions and reservation details within the company's systems.

• Collaborate with internal teams to ensure the prompt resolution of customer requests and operational challenges.

• Work on a rotating schedule that includes weekends, public holidays, and occasional night shifts (approximately one full week every six months), providing support in English during overnight hours.

• Help maintain exceptional online customer ratings and overall service performance.

• Ensure a professional and efficient work environment while working remotely from a dedicated home office space.

⛳️ Requirements

• Proficient in English (C1/C2), both in written and spoken forms.

• Previous experience in customer service, reservations, contact center, or sales is preferred.

• Strong communication, problem-solving, and interpersonal skills.

• Excellent multitasking and organizational capabilities.

• Sales-oriented mindset with the aptitude to recognize upselling and cross-selling opportunities.

• Comfortable with performance targets and KPIs.

• Ability to work independently in a remote (work-from-home) setup, with a reliable internet connection and a dedicated workspace.

• Willingness to work rotating shifts, including weekends and occasional night shifts.

🏝️ Benefits

• Fully remote position.

• Salary up to €1,600 gross (including fixed salary + meal card + performance bonuses).

• Christmas bonus of €50.

• Work equipment provided.

• Discounts on our car rental service.

• Friendly team environment.

• Supportive managers who prioritize employees' well-being and offer personal and professional assistance.

• Opportunities for professional growth and development.