About the team

At Stayforlong we are currently a team of 80 people working in a dynamic and collaborative environment where people have the opportunity to grow and develop professionally.

We strongly believe in equal opportunities for everyone, both in the workplace and beyond. We like to create spaces where everyone's ideas are equally valued and heard.

We are committed to inclusion, diversity and work-life balance. We value a respectful work environment where all people are valued and respected regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, etc, etc, etc.

We started in a difficult business environment and have grown from there, which is why we admire nonconformists who fight against the odds, refuse to be intimidated, and help others along the way. With our digital DNA, we thrive on challenges, love to think outside the box, and move with the times.

Currently, we’re developing our Customer Service department and we need a Customer Experience Escalation Specialist .

Would you like to join us? 👋

Job purpose:

Provide support to end users by handling requests that have been escalated by Stay 1 and external customers. The customer experience escalation specialist is responsible for managing escalations relating to products or services, handling of complex issues, and providing feedback to upper management regarding customer issues.

As a team, we are passionate about turning travel dreams into reality, ensuring our customers have unforgettable experiences and creating memories that last a lifetime.

Our team is comprised of experienced travel professionals who possess extensive knowledge about travels. At the core of our work is the belief that each traveler deserves personalized attention and care. We continuously update our expertise to provide the most up-to-date information, ensuring that our customers make informed decisions and are well-prepared for their journeys. We take the time to listen attentively to our customers' needs, preferences, and concerns, tailoring our services to meet their unique requirements.

Joining our Customer Experience Team comes with a range of enticing perks designed to make your work experience fulfilling and rewarding. Enjoy the flexibility of a schedule that allows you to work four days a week for two months, granting you extended weekends to relax and rejuvenate. We prioritize your professional growth and offer abundant opportunities for internal advancement, ensuring that your career thrives within our organization. Experience the power of great team dynamics as we foster a collaborative and supportive work environment that values open communication and mutual respect. You'll also benefit from continuous training programs that keep you updated with the latest industry trends and customer service techniques.

What you’ll do:

• Work on escalated cases such as emergency, complaint and overbooking.
• Create mass issues and create an action plan.
• Actively search for solutions to problems.
• Identify root causes and create best practices to share with the department.
• Support Stay 1 agents and provide coaching and feedback sessions.
• Interacting with a globally diverse group of customers and colleagues.

What you will bring:

• Experience: More than 1 year working in customer service environment
• Proficiency in English.
• Strong communications skills.
• Adaptability.
• Desire to solve others' problems.
• Team player.
• Time management skills.
• Able to provide and receive feedback.
• Great oral and written skills.
• Self-motivated individual with the ability to multitask.
• Result oriented and driven.

What we offer:

• Permanent contract.
• Immediate incorporation.
• Full-time. Schedule: From Monday to Sunday (rotating shifts).
• Possibility to work from home.
• Office located in the center of the city (Barcelona).
• Flexible remuneration: You will be able to include a restaurant card, transport card, kindergarten check, health insurance, and training.
• Taking part in a multicultural company.
• Excellent work environment.

Sign up for our job offer and discover what we can achieve together. We wanna meet you!