We are seeking a customer-focused, solution-oriented Customer Service Representative fluent in Icelandic to join a lively, multicultural team in Spain. In this role, you will act as a vital bridge between global travelers and lodging providers. Your main objective will be to understand guest and partner requirements, balance the interests of both sides, and provide smooth, premium support that enhances the overall travel experience.

Work Structure & Relocation Support

• Hybrid Flexibility: Benefit from a balanced work routine with 2 days per week in the office and 3 days working remotely from home.
• Comprehensive Relocation Package: To facilitate your move, the company provides your flight tickets to Barcelona and covers 1 full month of studio accommodation when you arrive.
• Location: Situated in Barcelona, Catalonia, Spain. The state-of-the-art office features excellent public transit links and sits right next to the Westfield Glòries shopping area.

Key Responsibilities

• Customer Advocacy & Mediation: Listen closely to and assess the needs of global travelers and property hosts, acting as a reliable, understanding mediator to keep both parties satisfied.
• Inquiry Management: Resolve and clarify diverse incoming requests regarding booking details, amenity features, payment handling, and basic technical troubleshooting.
• Multichannel Support: Provide precise, helpful, and prompt assistance via phone and email using established company guidelines.
• Adaptability: Manage complicated or delicate customer situations with a calm, optimistic attitude while easily adjusting to changing business protocols and team needs.

Candidate Profile & Requirements

Core Qualifications

• Language Mastery: Native or bilingual fluency in Icelandic (C2 level) paired with advanced English skills for effective communication within an international team.
• Technical Literacy: Proficiency with digital tools, particularly Office 365, CRM systems, and internal customer management programs.
• Professional Background: Previous experience in customer care or a contact center setting is preferred, along with an affinity for the travel and hospitality sector.
• Soft Skills: Strong interpersonal abilities, a results-driven mindset, and the poise to handle challenging customer complaints gracefully under pressure.

Key Core Competencies

• Critical Thinking & Solution Orientation: The capacity to review data, evaluate arguments, and tackle obstacles with a practical, problem-solving approach.
• Emotional Intelligence & Collaboration: A high capacity for self-awareness and empathy to build positive relationships and cooperate effectively in a diverse workplace.
• Process Excellence: A proactive, self-starting approach dedicated to refining daily workflows to boost quality and productivity.

Compensation, Schedule & Benefits

• Working Hours: 38.5 hours per week, arranged on a rotating schedule from Monday to Sunday.
• Shift Windows: 5 days a week, 8 hours per day, with rotating shifts scheduled between 09:00 and 20:00.
• Financial Compensation: A competitive annual salary of €22,249 gross.
• Work-Life Balance: Generous time off featuring 27 working days of paid annual leave.
• Professional Development: Career growth starts with 3 weeks of thorough initial training, followed by ongoing personal coaching and professional mentorship to help you advance within a top-tier department.