Spanish Travel Agent – First Line Escalations

About the role

As a Spanish‑speaking Travel Agent you will support customers via phone and chat, handling routine itinerary requests and escalating more complex cases to the Customer Care Escalations team. The position reports to a Customer Care Escalation Team Leader.

Key responsibilities

• Receive and process inbound calls and chats, and make outbound calls for complex cases.
• Manage flight changes, cancellations, rebookings and force‑majeure situations.
• Ensure high‑quality service, handling inquiries and complaints professionally.
• Report technical issues and suggest improvements to department procedures.

Required profile

• Native or fluent Spanish (oral and written) with good English proficiency.
• Bachelor’s degree, preferably in Tourism, Business Administration or a quantitative field.
• Excellent communication, can‑do attitude and ability to multitask in a fast‑paced environment.
• Experience in customer service and computer literacy.

Required skills

• GDS knowledge (Amadeus or Sabre) – nice to have.
• Familiarity with KPIs and handling performance metrics.

What we offer

• Standard Monday‑Friday morning shifts with a competitive salary plus incentive program.
• Extensive GDS training (Amadeus and Sabre) with certification.
• Hybrid work model – remote and office flexibility.
• Private health insurance, extra medical leave days, monthly restaurant card, and a modern office in central Athens.
• Relaxed environment with free breakfast, coffee, ping‑pong, video games and regular team activities.