CUSTOMER SERVICE ASSISTANT

Description

Job Summary: We are looking for a talent for the Operations area, focused on customer service and analysis of requests for trip rescheduling and cancellations, ensuring customer satisfaction. Key Highlights: 1. Welcoming, engaged team that loves what it does 2. Dynamic work environment where your ideas are welcome 3. Opportunity for learning and growth Do you love the travel industry and master customer service like no one else? 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 carried. We began in a small office in Porto Alegre and today we operate across all regions of Brazil, connecting dreams, destinations, and people. We are seeking a talent to join our **Operations** team. If you are agile and an expert in Customer Service, this opportunity may be for you! **Your responsibilities here will include:** * Handling and analyzing requests for trip rescheduling and cancellations * Executing rescheduling and cancellation of reservations (flights, hotels, and services) * Advising 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 correctly executed. Ability to work under pressure and meet deadlines. **Proficiency in:** Knowledge of reservation systems and travel management tools. Thorough understanding of travel rescheduling, cancellation, and refund policies. Ability to process documents and verify compliance with cancellation rules (e.g., medical certificates, cancellation forms, etc.). Skill in applying rules (airlines, hotels, etc.) to resolve issues related to rescheduling and cancellations. **What you’ll find here:** A welcoming, engaged team that loves what it does 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, 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 \=)**