eDreams ODIGEO is one of the world’s largest online travel companies and one of the largest European e-commerce businesses. Under its four leading online travel agency brands – eDreams, GO Voyages, Opodo, Travellink, and the metasearch engine Liligo – it offers the best deals in flights, hotels, cruises, car rental, dynamic packages, holiday packages and travel insurance to make travel easier, more accessible, and better value for the more than 18 million customers it serves worldwide. With a presence in 46 countries, the company has a team of over 1,200 professionals (www.edreamsodigeo.com). Travel is the largest e-commerce segment in the world and eDreams ODIGEO is at the heart of it.
We are now looking for 2 Regulatory case Specialist to manage consumer regulatory complaints directly reporting to the VIP Customer Communications Team Lead and being part of the eDreams ODIGEO Communications team, which is in a strong growth environment and is based in our Barcelona office. This role is a great opportunity to explore multiple eDO business areas as it is a position working cross-functionality, as well as to improve your knowledge of the e-commerce, tourism, consumer and data protection regulations.
Key responsibilities:
- Manage legal customer complaints such as consumer organisation files, customer court cases and regulatory consumer cases;
- Manage data protection consumer rights cases;
- Collaborate on coordinate Legal inquiries with Legal Counsels related to the customer complaints to ensure excellent service;
- Support other VIP tasks such as: VIP and sensitive customer complaints, social care channels, customer complaints addressed directly to CSM members;
- Support VIP Communications projects collaborating with the team members when required;
- Measure, analyse and report on the results of initiatives.
Required Qualifications:
- Background in Tourism will be required in your daily work;
- Used to work with CRM tools;
- Ability to work with G-suite;
- Excellent writing and communication skills, you should be able to work with legal vocabulary and have an excellent grammar at native level in French;
- Proficient level of English is a must.
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 mind-set and eager to learn and a great teamwork attitude;
- Ability to negotiate on a win-win perspective.
Valuable:
- Experience in legal case management tourism related (GDPR, tourism and consumer regulations).
- Other languages will be an advantage, including: German, English, Spanish, Italian, Norwegian, Swedish, Dutch, Catalan, Euskera, Galician and/or Portuguese;
- 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;
- Proven successes in both traditional and interactive claims channels.
What we offer:
- 🕝 You will have a great lifestyle and work-life-balance with our flexible hours policy and short Friday schedule (9am-3pm)
- 📍 At eDreams your team decides how often they meet: Flexible work policy with different hybrid options from Spain. Check with your recruiter for more details for this specific vacancy
- ✈ Free eDreams Prime Plus subscription to benefit from significant discounts on your flights and hotel bookings. Now you can include your friends and family too!
- 📚 Free subscription to Coursera, a top-notch external learning platform
- 🍏 Fresh fruit and free coffee in the office (with many types of milk alternatives)
- ✨ Office in the heart of Barcelona with a beautiful rooftop terrace to have a break or enjoy our social activities – yes, parties are welcome here!
… And the opportunity to work on a dynamic, dedicated, fun and passionate team of professionals. We journey together!
Come dream with us and join us now!
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.
