Customer Service Agent

24*7 WFO

What this Job Involves

We are looking for a skilled and customer-oriented German-Speaking + GDS Customer Care Agent to join our dedicated customer care team. As a Customer Care Agent, you will be the first point of contact for our customers, providing assistance and resolving their inquiries promptly and professionally. Your primary focus will be to ensure customer satisfaction, build positive relationships, and maintain a high level of service quality

Jon Description

• Excellent writing and speaking skills in German (C1 level) is mandatory and English is required on a B2 level

• Customer Support: Respond to calls from German-speaking customers in a courteous and efficient manner.

• Issue Resolution: Address customer inquiries, concerns, and complaints, striving to resolve issues effectively and in a timely manner.

• Customer Feedback: Gather and document customer feedback, suggestions, and complaints, and communicate insights to the management team for process improvements.

• Customer Satisfaction: Strive to achieve high levels of customer satisfaction by meeting or exceeding established customer service metrics.

Requirements:

• Language Skills: Fluency in German at C1 level (both written and spoken) is essential with Proficiency in English at B2 level

• Customer Focus: A customer-centric mindset with a strong dedication to delivering exceptional service.

• Problem-Solving: Analytical and creative problem-solving abilities to resolve customer issues effectively.

• Empathy: Ability to understand and empathize with customers' needs and concerns.

• Team Player: Ability to collaborate with team members and contribute to a positive team environment.

• Flexibility: Willingness to work in shifts and adapt to changing schedules based on business needs.

• German C1 is mandatory + GDS Experience (Amadeus, Saber, Galelio)

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• Computer Literacy: Proficient in using computer systems, software, and CRM tools to manage customer interactions and information

Key Responsibilities:

• Deliver exemplary customer service via emails and phone calls

• Answer emails messaging and manage outgoing voice phone calls from/to world leading airlines customers, providing customer service support for queries related to flight changes or cancellations, lost baggage, claims.