Customer Service Specialist (German)

Enshored is seeking a Customer Service Specialist to support a global company operating in the active and adventure travel sector. Acting as the primary point of contact for travelers, the specialist will provide expert assistance via phone, live chat, and email, managing the customer journey from post-confirmation queries to on-trip support and post-trip feedback. Working closely with internal operational teams, specialists play a key role in delivering a positive experience and maintaining a high-quality standard.

The team is "obsessed" with efficiency, quality, and loyalty. You are responsible for the entire customer journey, providing a seamless experience from the moment a booking is confirmed until the traveler returns home.

• Multichannel Support: Handle inquiries via phone, live chat, and email using Zendesk and CRM systems.
• Operational Precision: Manage payments, cancellations, and booking amendments with high attention to detail.
• Trip Management: Support customers through all phases (pre, during, and post-trip), including updating travel details and interests.
• Crisis & Incident Handling: Act as the primary support for on-trip challenges, ranging from luggage transfers to medical emergencies and crises.
• Feedback & Reputation: Moderate website reviews, respond to post-trip feedback, and generate reviews on platforms like Google and Trustpilot to "close the loop."
• Internal Collaboration: Work with the operations team to ensure perfect trip execution and act as the "voice of the customer" within the organization.

Required Attributes:

• Mindset: Passionate, organized, and resilient with a "hands-on" attitude.
• Teamwork: Active participation in meetings and a commitment to supporting colleagues.

Competencies & Attributes

1. Technical Proficiency:

• Customer Mastery: A "customer-first" mindset focused on active listening and providing empathetic support (putting yourself in the "customer’s walking boots").
• Problem Solving & Initiative: Ability to think "outside the box" to solve issues autonomously, even in high-pressure crises or complex complaint handling.
• Operational Excellence: Strong time management to handle multitasking in a fast-paced environment, maintaining close attention to detail and clear communication across all platforms.
• Collaboration: A solid work ethic and interpersonal skills to build relationships with customers, colleagues, and suppliers alike.

2. Behavioral Values:

• Passion & Resilience: A "Love the Journey" attitude—being prepared for the unexpected, staying calm under pressure, and finding joy in the work.
• Ownership ("Go the Extra Mile"): Taking full accountability for problems and exceeding expectations rather than just meeting them.
• Social & Environmental Impact: "Treading thoughtfully" by being empathetic and seeking to minimize environmental impact while helping local communities.
• Innovation: "Taking a different path" by being brave, stepping out of comfort zones, and finding creative, authentic solutions that align with the brand.
• Emotional Intelligence: High self-awareness and the ability to resolve conflicts effectively while making others feel heard and valued.

Languages Requirements

Candidates must be fluent in German and English and have strong written and verbal communication skills in both languages.