Bilingual Customer Service Advisor

Job Title: Bilingual Travel Agent (Spanish & English)
Location: Hybrid - Training based in office (Canary Wharf, London)
Salary: £12.30 per hour + benefits
Commission: Uncapped commission structure, paid monthly. On-target earnings approx. £3,000 per annum (Commission is discretionary and subject to change)
Reporting to: Team Manager
Progression Opportunities: Support Agent, Helpdesk Agent, Senior Agent, Trainer, Quality Support Executive, Team Manager
Working Hours: 40 hours per week, shifts between 8am-7pm Monday-Friday and 8am-6pm Saturday
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Role Overview
We are seeking a fluent Spanish and English-speaking Travel Agent to join a dynamic customer service and sales team. The role involves handling inbound customer enquiries related to holiday bookings, providing excellent service, and driving sales through effective communication and product knowledge.
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Key Responsibilities
* Manage inbound calls for both customer service and sales
* Process service requests using internal systems
* Identify customer needs and generate sales through tailored recommendations
* Modify, cancel, or confirm existing bookings
* Provide outbound support during peak periods
* Upsell additional services and extended stays
* Assist customers via live chat regarding product and booking queries
* Perform other reasonable duties as required by the business
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Key Skills & Competencies
* Fluent in Spanish and English
* Strong interpersonal and communication skills
* Sales-driven with a customer-first mindset
* Professional and emotionally resilient
* High attention to detail and multitasking ability
* Previous experience in customer service or sales (Essential)
* Understanding of contact centre KPIs and practices (Preferred)
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Training Provided
* Full product and system training
* Sales technique development
* Customer service skills training
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Benefits
* Life insurance scheme
* Employee perks platform
* Eye test vouchers
* Onsite training and induction
* Staff room with refreshments
* Corporate discounts (e.g. gym, restaurants, retail)
* Smart casual dress code
* Charity involvement and fundraising events
* 20 days annual leave plus bank holidays, with additional days for length of service
* Modern office facilities
* Campaign-specific incentives and discounts
* Employee referral scheme
* Apprenticeship and NVQ qualification opportunities
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Additional Requirements
* Employment subject to satisfactory background checks (e.g. criminality and financial probity)
* Must provide references covering the last 36 months of employment (minimum of 2 references)

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