Weekend Customer Specialist - Portuguese market

Heymondo is a rapidly growing travel insurance company known for our dynamic and collaborative work environment. We value the opinions and efforts of all our team members, fostering a culture of learning, growth, and dedication.

We are seeking a customer-focused and detail-oriented Customer Care Specialist to cover our weekend shifts. This role will champion the customer experience across our digital products, ensuring that every interaction reflects our mission: making life easier for travelers.

Weekend Customer Care Specialist Portuguese & Spanish markets

In this role, as a Customer Care Specialist, you will play a key role in providing exceptional support to our customers and ensuring their needs are met efficiently and effectively.

You'll be responsible for handling customer inquiries, resolving issues, and delivering personalised solutions, while consistently representing our brand with professionalism and empathy.

Your focus will be on providing timely responses, maintaining a high level of customer satisfaction, and collaborating with internal teams to ensure a seamless experience from initial contact to issue resolution.

You will be the voice of the customer, ensuring that feedback is communicated to relevant teams to drive improvements and enhance our products and services.

Ready to make a difference, one customer at a time?

Mission

Deliver exceptional customer service by providing timely, accurate, and personalised support. Focus on resolving customer inquiries efficiently, reducing response times, and continuously improving the customer experience to uphold the highest standards of service and satisfaction.

Key activities / responsibilities to perform

• Ensure customer satisfaction and provide professional customer support.

• Know our products inside and out to understand customer needs and recommend suitable solutions.

• Communicate with customers through different channels (email, chat, voice) and provide information about the company’s products and services. Go the extra mile to engage customers.

• Offer information about coverage and pricing to prospective customers.

• Respond promptly to customer inquiries.

• Provide feedback to the management team regarding:

  • Efficiency of customer service tools

  • New customer needs

  • Opportunities to improve the website/App value proposition

• Liaise with other departments and provide support when needed.

Claims Support

• Collect all customer information required to open claims with the insurance company.

• Follow up on open cases.

• Resolve claims, doubts, and incidents for our travelers.

Requirements

• The following language combinations is required: Native-level Portuguese skills and fluent Spanish

• At least 3 years of experience in a similar role (Remote Customer Care in the Travel and/or Insurance industry).

• Ability to multitask (email, chat, voice).

• Medium-level computer skills.

• Strong communication skills, both verbal and non-verbal.

• Friendly attitude and willingness to assist others.

• Ability to thrive in a fast-paced work environment.

• Strong problem-solving and critical-thinking skills.

Schedule: Full Time

• Work every weekend (fixed).

• Two weekdays off, Wednesday and Thursday.

• 37.5 hour work.

• 100% Remote (we have a very nice office right next to Torre Agbar in Barcelona in case you want to work from there too).

Office Location: Barcelona

* We can only consider candidates who are Spanish residents with the legal right to work in Spain.

Our value proposition

• Indefinite contract.

• Possibility to evolve alongside the growth of Heymondo.

• Competitive annual salary + variable based on your performance.

• Flexible and good work environment.