Customer Care & Booking Operations Agent
At Ziptransfers, we are looking for a detail-oriented Customer Care & Booking Operations Agent to join our Customer Service team.
This role combines customer support, booking management, provider coordination, and operational follow-up. The main goal is to ensure that every transfer service is managed accurately, efficiently, and in line with our internal procedures, providing a smooth and reliable experience for both customers and providers.
Position Mission To manage the full operational cycle of transfer bookings, from the initial customer request through to the completion of the service. The role involves handling customer and provider communications, validating booking information, managing incidents, processing changes or cancellations, and ensuring that all actions are correctly recorded and aligned with established guidelines.
The purpose of the position is to contribute to a reliable, consistent, and high-quality customer experience at every stage of the service.
Main Responsibilities
Support customers throughout the full booking journey, from the moment the reservation is made until the transfer service has been completed.
Review, verify, and validate booking details to ensure accuracy and prevent operational errors.
Coordinate booking confirmations with local providers, making sure that all service information is clear, complete, and aligned with the customer’s booking.
Manage customer and provider communications through the available service channels, providing clear, accurate, and timely information.
Monitor scheduled transfer services and identify potential issues in advance whenever possible.
Handle live-service incidents, such as delays, driver or vehicle issues, last-minute changes, or customer difficulties, following internal protocols and minimizing the impact on the customer experience.
Process booking modifications, cancellations, refunds, and additional charges according to established procedures.
Manage post-service claims and complaints, analyzing each case and applying the appropriate solution within the assigned level of autonomy.
Ensure accurate recording of all relevant information in the company’s internal systems, CRM, and operational platforms.
Work closely with Customer Service and Operations teams to ensure service continuity, correct handovers, and consistent communication.
Contribute to the continuous improvement of internal processes by identifying recurring issues, operational risks, or areas for improvement.
Requirements
Minimum of 1 year of experience in customer service, call center, customer care, booking management, or operational support roles.
Previous experience in tourism, transport, mobility, hospitality, travel services, or transfer management will be positively valued.
High level of English.
High level of Spanish.
Good command of office tools, including email, spreadsheets, and document management.
Experience using CRM systems, booking platforms, ticketing tools, or internal management systems.
Strong customer orientation and ability to communicate clearly and professionally.
Good problem-solving skills and ability to remain calm when handling incidents.
High attention to detail and accuracy when managing operational information.
Organizational skills, sense of responsibility, and ability to follow established procedures.
Availability to work shifts.
Residence in Reus, Tarragona, or nearby area.
What We Offer
Join a growing company specialized in transfer service management.
A stable project with development opportunities.
Initial training and onboarding support.
Develop experience in customer care, booking operations, provider coordination, and incident management.
A dynamic operational environment where accuracy, service quality, and teamwork are key.
Internal growth opportunities based on performance, commitment, and development.
A collaborative team environment with direct involvement in customer experience and daily operations.