Senior Relations Specialist

Senior Relations Specialist – Sao Paulo at Booking.com At Booking.com, we want to empower everyone to experience the world. Through our products, partners, and people, we bring it all together in one place. We are seeking a full‑time Senior Relations Specialist in the Sao Paulo Brasil office. What You’ll Be Doing: Timely and professional case management and coordination of high‑risk or complex claims or complaints arising from travelers or partners through to a final resolution, preventing negative brand and financial impacts. Building and maintaining strong customer and stakeholder relationships while liaising with third parties acting on behalf of the customer, such as national consumer unions, consumer platforms, lawyers, insurance, small‑court claims, partner mediation processes, and the attorney general’s office. Working collaboratively with other internal departments and teams to ensure diligent investigations are undertaken and relevant information is obtained regarding claims or complaints, escalating where necessary and acting on behalf of Booking.com with any third parties. Supporting Booking.com in legal hearings, including the use of personalized powers of attorney. Proactively identifying new organizations that can be legally implicated in customer mediations or claims. Using sound judgment and decision‑making to determine when to defend, settle, or reject claims, handling fines and sanctions, invoicing, and processing payments in line with procurement. Serving as an expert team member that supports other CoE roles, handling cases that deviate from standard procedures, and creating guides to drive continuous improvement. Analyzing data, identifying patterns and trends, and sharing insights across the team and with relevant stakeholders to generate improvement ideas for the function and customer experience. Providing accurate, valid, and complete information to travelers, partners, internal departments, and external parties using the right tools, methods, and processes to maintain a consistent approach and adhere to privacy regulations. Participating in temporary operational projects on a voluntary basis, providing regular constructive feedback on ways of working, processes, and frameworks to drive continuous improvement. Maintaining a good understanding of processes, policies, and procedures within Customer Services, CoE, and Specialist, and keeping up to date with changes. Working to set objectives, service standards, and targets based on company priorities and deadlines set by external parties. Ensuring regulation (legal) and compliance are met for the business unit. What You’ll Bring: Proficiency in English and Portuguese; knowledge of Spanish is a plus. Ability to understand the bigger picture and its impact on business, including media exposure, negative judgments, authority fines, and bad publicity on social media. Commercial awareness that takes into account legal expenses, brand protection, and financial risks. Deep knowledge of the Customer Services Department and Traveler and Partner procedures and systems. Expert knowledge of internal policies, terms and conditions, GDPR, privacy regulations, and other relevant legal frameworks. Product and system knowledge of Booking.com products, GEM, and platforms. Self‑management as a continuous performer who improves personal and company performance. Experience with legal parties and entities, and competence in navigating external legal bodies while following consumer union instructions. Pragmatic problem‑solving ability within complaint handling, using questioning techniques and thriving under pressure to achieve win‑win outcomes. High attention to detail in protecting brand name and reputation, with influence over outcomes. Professional written and verbal communication skills, with the ability to listen, understand, summarize actions, and maintain high quality. Customer‑centric mindset with excellent service and communication skills, applying sensitivity in communication. Commitment to continuous learning, openness to feedback, and a growth mindset. What We’ll Provide: Medical, life, and disability insurance. Annual paid time off and generous paid leave, including parent, grandparent, bereavement, sick, and care leave. Industry‑leading product discounts for you, friends, and family. Free access to online learning platforms, mentorship programs, and a complimentary Headspace membership. A collaborative, friendly, and diverse culture. Referral program. Note: This role does not come with relocation assistance. Note: This role does not come with visa assistance. Additional annual or quarterly bonus potential (role dependent). Pre‑Employment Screening If your application is successful, your personal data may be used for a pre‑employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, the screening may include employment history, education, and other information (such as media information) necessary to determine your qualifications and suitability for the position. Should you require accommodation to meet the essential functions of this job, please let us know. #J-18808-Ljbffr