Regulatory Case Executive; Spanish

Job Description

Posted 3 months ago

As you contemplate your future, you might be asking yourself, what’s the next step? Start your journey with us!

We’re seeking an experienced Regulatory Case Executive to join our eDreams ODIGEO Communications team, which is in a strong growth environment and will be based in our Barcelona office to manage consumer regulatory complaints directly reporting to the VIP Customer Communications Team Lead. 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 e-commerce, tourism, consumer and data protection regulations.

Join the world’s leading travel subscription platform and one of the largest e-commerce businesses in Europe.

Millions of customers every year across 44 markets – 5 brands – over 7.5 million Prime members since launching in 2017.

More than 100 million searches per day on our websites – more than 6 billion AI daily predictions

Over 1,700 employees – More than 60 different nationalities from all continents – 99% permanent contracts

We’re a leading travel tech company, revolutionising the travel booking experience through our consumer insight, innovative technology, market leadership, and Prime, the world’s first travel subscription program.

The Role’s Key Responsibilities and Tasks

As an eDOer, you will have clear objectives, great challenges and a clear overview of how your work contributes to the global company project and its customers. As a Regulatory Case Executive in the Communications team, you will be in charge of:

• Manage legal customer complaints such as consumer organisation files, customer court cases and regulatory consumer cases;
• Manage data protection consumer rights cases;
• Collaborate on coordinating Legal inquiries with Legal Counsels related to customer complaints to ensure excellent service;
• Support other VIP tasks such as: VIP and sensitive customer complaints, social care channels, and customer complaints addressed directly to CSM members;
• Support VIP Communications projects by collaborating with the team members when required;
• Measure, analyse and report on the results of initiatives.

• 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 excellent grammar at a native level in Spanish
  ;
• Proficient level of English is a must.
• Advanced experience in quality monitoring tools and techniques, both online and offline transactions, and implementing scalable solutions.

Bring your unique perspective, speak up, and offer disruptive solutions. You’ll have the opportunity to learn and grow while making a real impact on our team. Here’s what you need to succeed:

• 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 mindset and eager to learn and a great teamwork attitude;
• Ability to negotiate on a win-win perspective.

• Experience in legal case management tourism-related (GDPR, tourism and consumer regulations).
• Other languages will be an advantage, including:
  French, German, Italian, Norwegian, Swedish, Dutch, Portuguese, Catalan, Euskera and/or Galician;
• 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.

The best talent deserves the best benefits

At eDO, we want you to be a part of our success story and great culture. Here’s what we offer:

• A rewarding Compensation package! 💥 Prime Plus membership, Competitive salary and benefits package, including flexible benefits, performance-based bonuses, birthday day off,…