Customer Service Representative (German Market)

Role overview Support German-speaking travelers before and during their trips, making sure they have the information, documents, and arrangements they need. The role combines customer communication, travel coordination, and practical problem-solving, including responding to urgent situations while travelers are away.

Responsibilities - Act as the main contact for travelers before departure, responding to questions by email and phone. - Prepare customers for upcoming trips, including through video meetings. - Check travel documents for completeness and accuracy, and arrange flights, transfers, and other services. - Help resolve emergencies during trips and assist with claims afterward. - Work toward monthly and quarterly customer satisfaction targets, using digital and AI tools to improve efficiency.

Requirements - At least two years of customer service experience with a record of strong results. - Fluent spoken and written German, plus confidence communicating in English. - Careful attention to detail and the ability to stay composed during stressful or urgent situations. - Clear, respectful communication, a collaborative approach, and a focus on travelers’ needs. - Comfort with digital tools and openness to learning new ones. - Availability for emergency shifts around the clock during travel seasons.

Nice to have - Experience in travel or serving different types of customers. - Familiarity with CRM systems or booking platforms.

Benefits and work setup The role offers an international team environment, opportunities to learn and grow, quarterly social and team events, and an annual two-week offsite. Team members may work from other offices in the network; the listing also describes flexible ways to contribute and participation in overall company profits.