Icelandic Speaking Customer Advisor

Here is an expanded and more detailed version of the job description, keeping all restricted details strictly omitted.

Position Overview

We are looking for a customer-centric and solution-driven Icelandic-speaking Customer Service Representative to join a vibrant, international team based in Spain. In this position, you will serve as the crucial link between global travelers and accommodation suppliers worldwide. Your primary mission will be to decode guest and partner needs, mediate balance between both parties, and deliver seamless, high-quality support that elevates the travel experience.

Work Structure & Relocation Support

Hybrid Flexibility: Enjoy the best of both worlds with a balanced routine consisting of 2 days on-site in the office and 3 days working remotely from home.

Comprehensive Relocation Package: To ensure a smooth transition, the package includes your flight tickets to Barcelona and 1 month of fully covered studio accommodation upon your arrival.

Location: Based in Barcelona, Catalonia, Spain. The office is a modern, state-of-the-art facility excellently connected by public transport and located right next to the Glòries (Westfield) shopping district.

Key Responsibilities

Customer Advocacy & Mediation: Actively listen to and evaluate the needs of international travelers and property suppliers, serving as a trusted, empathetic mediator to ensure mutual satisfaction.

Inquiry Management: Address and clarify a wide range of incoming customer inquiries regarding reservation details, service features, payment processing, and technical troubleshooting.

Multichannel Support: Deliver accurate, helpful, and timely information through structured processes using both phone and email channels.

Adaptability: Navigate complex or sensitive customer scenarios with a calm, positive mindset, adjusting seamlessly to evolving business processes and team priorities.

Candidate Profile & Requirements

Core Qualifications

Language Mastery: Native or bilingual proficiency in Icelandic (C2 level) along with an advanced level of English to communicate effectively within a global team.

Technical Literacy: Comfortable utilizing digital workspaces, specifically Office 365, CRM databases, and various internal customer management platforms.

Professional Background: Prior experience working within a customer service or contact center environment is highly valued, as is a natural affinity for accommodation and travel platforms.

Soft Skills: Excellent interpersonal skills, a goal-oriented mindset, and the resilience to handle tricky or high-pressure customer complaints with grace.

Key Core Competencies

Critical Thinking & Solution Orientation: The ability to analyze data insights, evaluate arguments, and approach challenges with a focus on finding practical, effective solutions.

Emotional Intelligence & Collaboration: A strong capacity to understand and manage your own emotions—and those of others—to foster positive relationships and work cohesively within a diverse team.

Process Excellence: A proactive, entrepreneurial mindset dedicated to systematically improving organizational workflows to enhance quality and efficiency.

Compensation, Schedule & Benefits

Working Hours: 38.5 hours per week, scheduled across a Monday to Sunday roster.

Shift Windows: 5 days a week, 8 hours a day: rotative 09:00 till20:00.

Financial Compensation: A competitive salary of €22,249 gross per year.

Work-Life Balance: An exceptional 27 working days of paid holiday per year.

Professional Development: Your journey begins with 3 weeks of comprehensive initial training, followed by continuous personal coaching and professional mentorship to help you scale your career within an industry-leading department.