Complaints & Support Specialist
My Favourite Spot
full-time
Posted on:
Location Type: Hybrid
Location: Vila Nova de Gaia • 🇵🇹 Portugal
Visit company websiteJob Level
Junior
About the role
- Manage, analyze, and respond to customer complaints across multiple channels, including the ticketing system, email, the Electronic Complaints Book, and external entities.
- Draft clear, structured, and legally grounded responses in accordance with consumer protection and tourism legislation.
- Ensure compliance with all legally mandated response deadlines.
- Collaborate closely with the Booking & Operations (Customer Support) team.
- Serve as an escalation point and provide support for complex or sensitive cases.
- Assess legal and reputational risks associated with each complaint.
- Prepare responses for regulatory and external bodies.
- Collect, review, and evaluate contracts, communications, and booking records.
- Identify recurring issues and recommend corrective actions.
- Contribute to the improvement of internal processes related to customer experience and complaint handling.
Requirements
- Degree in Law or a related field.
- Customer support experience and solid knowledge of:
- Consumer protection law
- Tourism and travel law
- Package travel and tourism services regulations
- Minimum of 1 year of experience in one or more of the following areas:
- Complaints management
- Customer support / operations
- Excellent written and verbal communication skills (Portuguese required | English required; other languages are a plus).
- Strong organizational and prioritization skills.
Benefits
- Competitive salary based on experience and expertise.
- Annual performance-based bonus.
- Health insurance.
- 24 days of annual leave (including your birthday off).
- Travel perks at net rates.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
complaints managementconsumer protection lawtourism lawpackage travel regulationscontract reviewlegal response draftingrisk assessmentcustomer support operationsprocess improvement
Soft skills
written communicationverbal communicationorganizational skillsprioritization skillscollaborationproblem-solving
Certifications
degree in Law