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Customer Relations Representative - Claims

On-site in Madrid·Full-time·Added 2 days ago (last checked 6 Nov)

Civitatis

12 open roles

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Our summary

Hours: Fixed shift · Includes weekends
Contract: Full-time
Languages: Portuguese
Benefits: Flexible pay plan

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This job advert was originally written in Spanish.

Requirements

What we're looking for

Previous experience of at least 1 year in customer service roles, claims management, or similar positions, preferably in the travel sector.
Availability to work a fixed morning shift (8:00 to 15:00) from Monday to Sunday, with alternating weekends per month and the possibility of teleworking.
Excellent verbal and written communication skills in Spanish and English (C1); knowledge of Portuguese will be valued.
Familiarity with tools and systems used in customer service management.

The role

Are you passionate about travel🛫, culture🗽, leisure🎡, and do you want to be part of the growth of the #1 company in activities, excursions, and tours in Spanish worldwide? We are a dynamic, multicultural, and innovative team that sees every day as a challenge and a new opportunity to grow together with the company.

If you want to conquer the world with us, we are waiting for you🚀💥!

Your main mission will be to resolve received claims in a transparent, efficient, and professional manner, while simultaneously guaranteeing exceptional service and customer satisfaction.

What you'll do

Handle customer claims accurately and in detail, gathering all relevant information.
Conduct exhaustive investigations into claims, collaborating with other departments if necessary to obtain a complete understanding of the issue.
Maintain transparent communication with customers, providing regular updates on the progress of the claim resolution.
Resolve claims in a timely and proper manner, seeking solutions that satisfy both the company and the customer.
Analyze trends and patterns in claims to identify areas for improvement and opportunities to prevent future problems.
Maintain high levels of customer satisfaction even in claim situations, contributing to customer retention.
Collaborate efficiently with other departments to comprehensively address customer concerns and improve the overall experience.

About Civitatis

Civitatis is a leading online platform for booking tours, activities, and excursions in Spanish and Portuguese-speaking destinations worldwide. Founded in Madrid, the company operates as a major player in the travel experiences sector, offering a vast catalog of activities across thousands of destinations, with a strong focus on the Hispanic market. It serves as a marketplace connecting travelers with local tour operators, and its scale is reflected in its extensive inventory and growing international presence.

Civitatis is headquartered in Madrid, Spain, where its main operations and product, engineering, and marketing teams are based. The company's work culture is dynamic and international, with a strong emphasis on data-driven decision-making and digital marketing. For international professionals, Civitatis offers opportunities to work in a fast-growing travel tech environment in the heart of Madrid, with roles that often require multilingual skills and a global outlook, making it an attractive option for those looking to relocate to Spain.

Industry: Travel
Founded: 2009
Employees: 500–1,000
Headquarters: Madrid, Spain
In Spain: Madrid

Good to know if you are moving

Civitatis is headquartered in Madrid, offering a central location for international professionals looking to work in Spain.
The company's primary language is Spanish, so fluency in Spanish is often required for many roles, though some technical positions may be more flexible.
Civitatis has a strong focus on data and technology, with roles like Data Analyst and Paid Media Specialist indicating a data-driven culture.
As a leading platform in the Spanish-speaking travel market, it offers a unique opportunity to work in the travel tech sector with a global reach.
The company has a young and dynamic work environment, typical of a growing tech company in Madrid.

In their own words

About the company & team

You will be part of the world leader in online booking for excursions and guided tours in Spanish💃🏽.
Young, travel-loving spirit and a great work environment. +20 nationalities🌏!
Hybrid work modality.
24 working days of vacation! Need more time off or personal time? With Cividías, you can buy extra vacation days each year.
Teambuilding events 🎉 (afterworks, padel tournaments, football, tours, parties, contests, etc.).
Voluntary flexible compensation plans to get the most out of your salary.
Healthy team, happy team! We always have fruit available in the office 🍊 and we co-fund your gym membership🧘🏽♀️.
You'll never stop learning: development plans, ongoing training, and English classes with native teachers.
Enjoy our +90,500 activities with a great discount.
You will work in the heart of Madrid. Offices next to Puerta del Sol.
At Civitatis, we promote diversity and equal opportunities, valuing the talent and potential of every person. This offer is open to all candidates who meet the required professional profile.