Complaints & Support Specialist (MFD)

About iCliGo

iCliGo is an innovative platform connecting travelers with independent and highly qualified travel consultants.
Founded in 2014 our Portuguese multinational has grown into a technology-driven company committed to delivering seamless travel experiences while embracing a culture of collaboration innovation and continuous improvement.

About the role

The Complaints Specialist is responsible for the end-to-end management of customer complaints ensuring timely fair and legally sound resolutions. The role acts as a key interface between customers Booking & Operations (Customer Support) and internal stakeholders balancing customer satisfaction legal risk mitigation and brand reputation particularly within a regulated tourism environment.

Key Responsibilities

Complaint Management

• Manage analyze and respond to customer complaints across multiple channels (ticket system email Electronic Complaints Book external entities).
• Draft clear structured and legally grounded responses aligned with consumer and tourism legislation.
• Ensure compliance with all legally defined response deadlines.

Cross-Functional Collaboration (Booking & Operations)

• Work closely with the Booking & Operations (Customer Support) team to:

  • Gather facts timelines and booking-related information.
  • Clarify operational decisions taken during the customer journey.
  • Ensure alignment between operational reality and complaint responses.

• Act as an escalation and support point for complex or sensitive cases originating from Customer Support and external consultant contract management.

• Provide guidance to Booking & Operations on complaint prevention and customer communication best practices.

Legal & Compliance Coordination

• Assess legal and reputational risk associated with each complaint.
• Liaise with internal stakeholders (Legal Operations Commercial teams Independent Consultants).
• Prepare responses to regulatory and external entities (e.g. Tourism Authorities Consumer Protection Bodies Arbitration Centers).

Investigation & Case Analysis

• Collect review and assess contracts communications booking records and supporting evidence for each case.
• Identify recurring issues and root causes of complaints particularly those linked to booking operations or service delivery.
• Recommend corrective and preventive actions in collaboration with Booking & Operations.

Continuous Improvement

• Contribute to the improvement of internal processes policies and procedures related to customer experience and complaint handling.
• Support the development and maintenance of complaint response templates and internal guidelines.
• Assist with internal training of Booking & Operations teams on complaint handling and escalation best practices.

Reporting & Metrics

• Produce regular reports on complaint volume typology operational root causes risk level and resolution times.
• Monitor KPIs such as average resolution time recurrence rate and customer satisfaction.

What Were Looking For

• Degree in Law or a related field.

• Customer Support Experience

• Solid knowledge of:

  • Consumer Protection Law
  • Tourism & Travel Law
  • Package Travel and tourism services regulations

• Minimum of 1 year experience in one or more of the following areas:

  • Complaints management
  • Customer support / operations

• Excellent written and verbal communication skills (Portuguese mandatory English mandatory other languages are a plus).

• Strong organizational and prioritization skills.

Benefits

• Competitive salary based on experience and expertise;
• Annual performance-based bonus;
• Health insurance;
• 24 days of annual leave (including your birthday off);
• Travel perks at net rates.