Descrição da Empresa

We’re a fast-growing digital company taking the travel industry by storm. We started off as a 3 van rental company in Portugal in 2003, and have since become Europe’s largest campervan rental company. With a fleet of 1.000+ vehicles, Indie Campers currently operates over 40 locations across Europe. We’ve been recently chosen by the Financial Times as the #38 fastest growing company in Europe and #2 in the Travel sector. We’re also a tight-knit group of friends who love spreading the travel bug. And guess what — we’re hiring!

Descrição da Função

ABOUT US Indie Campers, the go-to campervan Marketplace, is on a mission of making road trips available to everyone. Thanks to its digital approach and customer-centric orientation, Indie Campers has developed a strong booking experience and high-quality road trips at affordable prices.  With over one million nights rented through our travel platform, we have welcomed more than 300,000 travelers from 169 countries. We offer a comprehensive and expanding array of road trip possibilities: short-term RV rentals, long-term campervan subscriptions, and the possibility of buying one of our vehicles available for sale. Rooted in a deep technological focus, our challenges are both exciting and demanding and require top talent and motivation to be successfully pursued. We are growing our team and looking for those interested in pursuing this dream with us and joining an ever-developing journey. THE ROLE As an Indie Campers Service Recovery Agent you’ll be focused in analyzing customer complaints, delivering exceptional issue resolution, and continuously enhancing our support quality. You’ll communicate directly with customers through calls, emails, and chat to address their concerns, offer solutions, and ensure high standards of service. You will be joining our Global Customer Support team in our Lisbon office, reporting directly to your Region's Customer Support Lead, and working very closely with Operations Strategy, Support Strategy and Asset Management. WHAT WILL YOU WORK ON? Analyse customer complaints and resolve issues through direct communication via calls, emails, and chat, actively looking to provide customers’ solutions to their claims. Review daily customer interactions to ensure quality, provide feedback, and support Customer Satisfaction (CSat) follow-ups. Maintain and update Knowledge Base resources for accurate and consistent customer support. Monitor recurring customer issues, suggesting process improvements for a more efficient support experience. Support all complaints at every step of the customer journey, providing assistance on Google My Business (GMB), TrustPilot, and other social media platforms WHO ARE WE LOOKING FOR? Minimum of 2 years of experience in Customer Support roles, preferably within Travel & Tourism, Rent-a-Car, or Hospitality industries. Strong verbal and written communication skills, with a clear customer-centric mindset. Proven ability to handle complaints across all stages of the customer journey, ensuring seamless support from start to finish. Ability to manage difficult and emotionally charged customer interactions, maintaining control of the conversation while demonstrating empathy and effectively de-escalating conflict. Strong negotiation and persuasion skills, particularly when managing sensitive or complex customer situations. Experience with outbound customer communication and follow-ups, ensuring issues are properly closed and customers feel supported. Fluency in English is mandatory. Nice-to-Have Familiarity with workflow and ticketing platforms, managing cases coming from multiple sources. Solid knowledge of CRM platforms. Proficiency with Google My Business, Trustpilot, and other review or social media platforms used to manage online customer feedback. Knowledge of an additional language beyond English. Are you ready to Go Indie?

Localização

• Lisboa, Portugal