As you contemplate your future you might be asking yourself whats the next step? Start your journey with us Were seeking an experienced VIP Customer Communications Executive to join our eDreams ODIGEO Communications team which is in a strong growth environment and will be based in our Barcelona office to manage sensitive complaints directly reporting to the VIP Customer Communications Team Lead This role is a great opportunity to explore multiple eDO business areas as it is a position working crossfunctionality understanding the different teams processes to investigate and analyse the potential improvements as well as to deepen your knowledge of the ecommerce tourism and consumer industries
Why eDreams ODIGEO
Join the worlds leading travel subscription platform
and one of the largest ecommerce businesses in Europe
20 million customers 44 markets 5 brands 52M members in Prime
162 million bookings FY23 More than 50000 bookings per day 100 million daily user searches
1400 employees More than 50 different nationalities 99 permanent contracts 363 average age
Were a leading travel tech company revolutionising the travel booking experience through our consumer insight innovative technology market leadership and Prime the worlds first travel subscription program
What you will do:
The Roles Key Responsibilities and Tasks
As an eDOer you will have clear objectives great challenges and a clear overview of how your work contributes to the integral company project and its customers As a VIP Customer Communications Executive in the Communications team you will be in charge of:
Manage VIP and sensitive customer complaints; Manage customer complaints received through our Social Care channels; Manage customer complaints addressed directly to CSM members; Proactively work to ensure excellent service to these highly valued individuals; Identify PR risks in both national and local media to minimise negative visibility in print broadcast TV and online by managing customer complaints; Support other VIP tasks such as: legal customer complaints consumer organisation files customer court cases regulatory consumer cases and data protection consumer rights cases; Support VIP Communications projects when required collaborating with the team members; Measure analyse and report on the results of initiatives
Required Qualifications:
Background in Tourism will be required in your daily work; Minimum experience in having handled customer complaints and familiarised with both traditional and interactive claims channels Used to work with CRM tools; Ability to work with Gsuite; Excellent writing and communication skills as well as an excellent grammar at a high level in Italian and English languages
What do you need to succeed:
Job Requirements
Bring your unique perspective speak up and offer disruptive solutions Youll have the opportunity to learn and grow while making a real impact on our team Heres what you need to succeed:
Personal skills:
Passionate for the travel industry; Acute sense of judgement tact diplomacy and crisis communication; Analytical capacity problemsolving mindset and organised; Customeroriented used to or comfortable working under pressure and constantly prioritising with a passionate mindset and eager to learn and a great teamwork attitude;
Good to have
Generalist tourism previous experience; Other languages will be an advantage including: French German Dutch Portuguese and or Spanish; It will be a plus to have experience in PR media relations VIP management andor Social Media management; Experience in handling VIP accounts andor sensitive customer complaints; GDS Amadeus andor Galileo knowledge will be a plus
Whats in it for you?
The best talent deserves the best benefits
At eDO we want you to be a part of our success story and great culture
Heres what we offer:
A rewarding Compensation package Prime Plus membership Competitive salary and benefits package including flexible benefits performancebased bonuses birthday day off discounts and partnerships relocation support and the possibility of choosing your equipment and even better keeping it for free after 3 years Grow opportunities to empower your career and unleash your potential Personalised career paths and the eVOLVE Program will help you discover grow and thrive Internal mobility opportunities let you pursue horizontal career changes and promotions Your Wellbeing is our Priority Embrace Freedom and Flexibility At eDO we value flexibility employee care and transp