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:
Gather facts, timelines, and booking-related information.
Clarify operational decisions taken during the customer journey.
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:
Consumer Protection Law
Tourism & Travel Law
Package Travel and tourism services regulations
Minimum of 1 year experience in one or more of the following areas:
Complaints management
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.