CUSTOMER SERVICE ASSISTANT

Description

Job Summary: Handling and analyzing requests for trip rescheduling and cancellations, guiding customers and monitoring processes until final resolution. Key Highlights: 1. Warm, engaged, and passionate team 2. Dynamic work environment where your ideas are welcome 3. Opportunity for learning and growth Are you passionate about travel and an expert in customer service? Then this is the place for you! We are **Cativa Operadora**, one of Brazil's largest travel operators, with 25 years of history and over 2 million passengers boarded. We began in a small office in Porto Alegre and today operate across every corner of Brazil, connecting dreams, destinations, and people. We are seeking a talented individual to join our **Operations** team. If you are agile and excel in Customer Service, this opportunity may be yours! **Your responsibilities here will include:** * Handling and analyzing requests for trip rescheduling and cancellations * Executing rescheduling and cancellation of reservations (flights, hotels, and services) * Guiding customers on policies, deadlines, conditions, and associated costs * Verifying required documentation for processing requests * Monitoring requests until final resolution, ensuring customer satisfaction * Managing exceptional situations by proposing practical and efficient solutions * Identifying and suggesting improvements to customer service processes **What we expect from you:** Excellent verbal and written communication skills. Empathy and patience when dealing with dissatisfied or frustrated customers. Ability to solve problems efficiently and creatively. Attention to detail and organizational skills to ensure all processes are executed correctly. Ability to work under pressure and meet deadlines. **Proficiency in:** Knowledge of reservation systems and travel management tools. Familiarity with travel rescheduling, cancellation, and refund policies. Ability to process documents and verify compliance with cancellation rules (e.g., medical certificates, cancellation forms, etc.). Ability to navigate airline, hotel, and other provider rules to resolve issues related to rescheduling and cancellations. **What you’ll find here:** A warm, engaged, and passionate team A dynamic work environment where your ideas are welcome Opportunities for learning and growth within the company A collaborative culture with constant cross-departmental exchange **So, are you ready to embark with us?** At Cativa, we believe in people who go beyond — those who want to transform the world through travel experiences. If this resonates with you, come captivate with us! **An amazing team is waiting for you \=)**