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:
o Gather facts, timelines, and booking-related information.
o Clarify operational decisions taken during the customer journey.
o 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 We're Looking For
* Degree in Law or a related field.
* Customer Support Experience,
* Solid knowledge of:
o Consumer Protection Law
o Tourism & Travel Law
o Package Travel and tourism services regulations
* Minimum of 1 year experience in one or more of the following areas:
o Complaints management
o 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.