Job Description

Posted 7 months ago

As you contemplate your future, you might be asking yourself, what’s the next step? Start your journey with us!

We’re seeking an experienced VIP Customer Communications Executive (Sensitive) 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 cross-functionality, understanding the different teams’ processes to investigate and analyse the potential improvements as well as to deepen your knowledge of the e-commerce, tourism and consumer industries. 

Why eDreams ODIGEO

Join the world’s leading travel subscription platform and one of the largest e-commerce businesses in Europe.

20 million customers – 44 markets – 5 brands – 5.2M members in Prime

16.2 million bookings FY23 – More than 50,000 bookings per day – 100 million daily user searches  

1400 employees – More than 50 different nationalities – 99% permanent contracts – 36.3 average age

We’re a leading travel tech company, revolutionising the travel booking experience through our consumer insight, innovative technology, market leadership, and Prime, the world’s first travel subscription program.

What you will do: 

The Role’s 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 global 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 G-suite; 
• Excellent writing and communication skills as well as an excellent grammar in English, French and /or Portuguese. 

What you need to succeed:  

Job Requirements

Bring your unique perspective, speak up, and offer disruptive solutions. You’ll have the opportunity to learn and grow while making a real impact on our team. Here’s what you need to succeed:

Personal skills: 

• Passionate for the travel industry;
• Acute sense of judgement, tact, diplomacy and crisis communication;
• Analytical capacity, problem-solving mindset and organised;
• Customer-oriented, used to or comfortable working under pressure and constantly prioritising,  with a passionate mindset and eager to learn and a great teamwork attitude;

Valuable: 

• Generalist tourism previous experience;
• Other languages will be an advantage, including: German, Italian, Dutch and/ or Spanish; 
• It will be a plus to have experience in PR, media relations, VIP management and/or Social Media management;
• Experience in handling VIP accounts and/or sensitive customer complaints;
• GDS Amadeus and/or Galileo knowledge will be a plus.

What’s 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.

Here’s what we offer:

• A rewarding Compensation package! 💥 Prime Plus membership, Competitive salary and benefits package, including flexible benefits, performance-based 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 Well-being is our Priority. Embrace Freedom and Flexibility! 💙 At eDO, we value flexibility, employee care, and transparency. We offer a hybrid home-office model focused on outcome, not time-in-seat. You’ll be able to find the right work-personal life balance that suits you best.
• Work hard, party hard! We believe in having fun and connecting with colleagues! 🎉 Join eDO for after-work events, padel tournaments, parties, and more. Create communities based on your passions, like sports and music. Come to work as you are, with no dress code, and enjoy free fruit, coffee, and tea at our offices.
• Enjoy a dynamic and healthy environment! 💫 Be innovative, take risks, and share your ideas. Our diverse and open-minded teams support high performance, learning, and growth. You’ll work in an Agile Mindset environment with recognition at our core.

Wanna take a peek into what it’s like to work at eDO? Follow us on LinkedIn and discover more about life at eDO!

If you are ready for a career opportunity with unmatched benefits, continuous learning, and a supportive work-life balance, look no further!  Take your career to new destinations by applying now and help our diverse, inclusive, and passionate team shape the future of travel. 

Apply now!

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. Our people are the key to our success. Each one of them is unique in their own way and the respect for their uniqueness is and will always be a passion and motivation.