Weekend Customer Care Specialist - Portuguese and Spanish 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 .

Customer Care Specialist for the Portuguese and Spanish markets – fluent Spanish and native-level Portuguese skills required.

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.

Knowing our products inside and out so that you can understand the customer’s needs and recommend solutions.

Discuss with customers on different channels and provide information on the company’s products and services.

Take the extra mile to engage customers.

Offer information about coverage and price to prospective customers. o Responding promptly to customer inquiries.

Provide feedback to the management team on : the efficiency of the customer service tools, new customer needs, how to enhance any website / App value proposition.

Liaise with other departments and provide support to them.

Claims Support :

Collect all the information of the customers to open claims with the Insurance company.

Follow up on open cases.

Resolution of claims, doubts and incidents for our travelers.

Requirements :

Native-level Portuguese skills and fluent spanish.

At least 3 years of experience in a similar position (Remote Customer Care in Travel & / or Insurance industry).

Ability to multitask. (Email / Chat / Voice)

Medium level computer skills.

Effective communication skills – both verbal and non-verbal.

Must always be friendly and willing to provide assistance to others.

Ability to cope in a fast paced job environment.

Must be able to critically analyze all situations and solve problems efficiently.

Schedule : Full Time

37.5-hour work week from Friday to Tuesday (with Wednesday and Thursday off). This schedule can be semi-flexible depending on the candidate’s availability, but the position requires working from Friday to Monday at a minimum.

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

• We can only consider candidates who are Spanish residents and with the necessary documentation to legally work in the country.

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.