Operations Customer Expert

Job Title: Operations Customer Expert Italian Market

Location: Lisbon, Portugal

About the Role

This position belongs to a leading international hospitality brand founded in France in 1990, built around the idea of offering comfort, welcoming design, and great prices. The group has grown threefold in the past decade and now operates more than 865 hotels in 17 countries.

Your Mission

You will deliver highquality customer support for Italianspeaking guests, handling inquiries across voice and email channels and ensuring a professional, personalized booking experience. Working alongside international colleagues, you will help drive guest satisfaction, loyalty, and revenue performance in the Italian market while supporting the UK team when needed.

What You'll Do

• Provide an outstanding reservation and customer experience, accurately matching guests needs to available products and offers.
• Respond to questions about hotel details, prices, reservation rules, and payment methods.
• Convert calls into confirmed bookings using strong communication and listening skills.
• Manage guest accounts, loyalty memberships, and paymentrelated topics.
• Use internal tools and systems effectively to support smooth customer journeys.
• Participate in continuous improvement and motivate team performance.

Training & Onboarding

• Duration: about 7 working days, fulltime (8 hours/day).
• Language: English.
• Includes integration, system and product training, and customer communication techniques.
• Training compensation: 185. 60 per week, payable upon successful completion.
• Employment contract begins on the last training day or the following working day.

Work Conditions

• Fulltime: 40 hours per week (8 hours/day + 1hour lunch).
• Starting date: 05-01-2026
• Schedule: Monday to Sunday, rotational shifts. Weekdays 08:0020:00; weekends 08:0018:00 (subject to operational needs).
• Workplace: Lisbon.
• Trial period: 1 month after contract signature.
• Public holidays: Portuguese holidays apply; work on a holiday grants a compensatory day off.
• Annual leave: up to 20 days in the first year; 22 days thereafter.

Salary & Benefits

• Base salary: 768. 00/month.
• Christmas allowance: 64. 00.
• Holiday allowance: 64. 00.
• Meal allowance: 7. 00/day (about 154. 00/month, meal card).
• Optional apartment benefit: 200. 00/month.
• Health insurance: from day one.
• Total gross cash compensation: about 1, 050. 00 (or 1, 306. 66 including housing benefit).
• Contract type: Fixedterm (12 months), renewable and convertible to permanent after 2 years.

Requirements

• Native or fluent Italian speaker, with very good English level.
• Excellent interpersonal and communication skills (spoken and written).
• Customer focused, empathetic, and attentive.
• Able to adapt to dynamic, multicultural environments.
• Previous experience in tourism, hospitality, or customer service a plus.

Why Apply

You will join a vibrant international environment where you can develop cross market skills, represent a beloved European hospitality brand, and grow your career in one of Europe's most attractive cities. Expert training, longterm opportunities, and a supportive team culture ensure a solid foundation for lasting professional success.