Account Support (customer support)

Job Title: Client Account Support

Location: SilverDoor Madrid Office Salary: 25,500 euros per annum Bonus: 300 euros per month performance related bonus

As a member of our high-performing and energetic account management team, you’ll be instrumental in sourcing and securing accommodation for some of the world’s most recognisable brands — from global financial institutions to top-tier TV and film production companies. You'll ensure every client receives exceptional, end-to-end service that exceeds expectations.

The success and growth of our account management team is built on strong relationships. A key part of this role is developing rapport with customers and property partners alike. We prioritise phone communication above all other forms to foster genuine connections.

The perfect candidate will: • Provide a personalised, bespoke service to every customer, understanding their requirements and sourcing accommodation that match their needs • Leverage key relationships to negotiate the best possible outcomes for customers • Approach every enquiry with warmth, empathy, and enthusiasm, ensuring customers feel valued • Go above and beyond to create exceptional experiences—every enquiry deserves the same energy and attention to detail • Handle new opportunities via phone and email, managing reservations efficiently • Be a reliable point of contact before, during, and after a customer’s stay • Accurately log enquiries into the system in real time • Follow up on all enquiries to maintain strong client relationships. • Keep operations running smoothly by meeting SLAs and deadlines • Be proactive in identifying new clients and business opportunities • Deliver the highest level of customer service, keeping clients always informed • Build product knowledge by attending familiarisation(FAM) trips, apartment viewings, and partner presentations • Embrace teamwork—support and collaborate with colleagues to achieve shared goals • Manage time efficiently and maintainaccurate records • Track and manage client payments as they become due • Work closely with your manager to resolve any issues quickly and effectively • Share your skills and expertise by assisting other departments with projects when needed

Experience: • Outstanding customer service • Administration skills • Travel/hospitality or relocation knowledge (desirable but not essential)

Skills: • Great communication skills • Excellent verbal & written English • Organised with attention to detail • Enthusiastic • Reliable • Good numeracy skills