Why loveholidays?
At loveholidays – we trailblaze together. We’re on a mission to open the world to everyone, giving our customers unlimited choice, unmatched ease and unforgettable value for their next getaway. Our Customer Experience team leads cutting‑edge innovation and shapes how millions book their holidays.
The Impact You’ll Have
The Customer Experience Agent is critical for our launch in Poland. You will be the voice of the company, providing dedicated support for outbound transactions before, during, and after holidays. You’ll build and maintain customer trust in Poland, ensuring exceptional service quality and driving cultural and market knowledge across the wider business.
Your Day‑to‑Day
Customer Support & Escalations
* Outbound Transaction Management – proactively manage and resolve issues related to pre‑booked package holiday components for Polish customers (flights, hotels, transfers, etc.).
* Social Media Engagement – act as the primary responder for customer inquiries and engagement across Facebook, Twitter and, as the market grows, new channels.
* Complaint Resolution – serve as the final escalation channel, handling complex customer complaints efficiently and empathetically, including outbound calling when necessary.
Marketing, Content & Tech Support
* Market Insight – support the Marketing team with customer trend insights and share knowledge of Polish market motivations.
* Content & Quality Assurance – assist content teams with expert translations and vet internal and customer‑facing documents for correct spelling and grammar.
* Chatbot Training – collaborate with the Tech team to train the chatbot Sandy, helping it communicate fluently in Polish.
Your Skillset
* Language Fluency (essential): Native or near‑native Polish and excellent verbal and written English.
* Communication & Negotiation – exceptional verbal skills for professional outbound calls on sensitive escalations.
* Customer Service Experience – previous high‑volume customer service or contact centre experience, preferably in travel.
* Social Media Proficiency – proven experience managing public customer interactions via Facebook and Twitter.
* Attention to Detail – meticulous proofreading, translation and data entry for content accuracy.
* Strong Technical Abilities – proficient in web‑based applications for hotel suppliers, airlines and internal systems.
* Adaptability – ability to multitask, prioritise, manage time in fast‑paced settings and shift to inbound transactions if required.
Desirable
* Fluency in German.
Perks Of Joining Us
* Company pension contributions at 5%
* Individualised training budget for on‑the‑job learning
* Discounted holidays for you, your family and friends
* 25 days holidays per annum (plus 8 public holidays), increasing by 1 day every second year up to 30 days
* Enhanced maternity/paternity leave
* Cycle‑to‑work scheme, season ticket loan and eye care vouchers
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