Customer Support Analyst, German

This is a fully remote position, open to applicants in Romania.

📋 Description

• Deliver Helpdesk assistance across the entire range of the company's products, addressing both functional and technical issues via phone, web, chat, and email.

• Diagnose and resolve reported problems, addressing them directly when possible or escalating them to the relevant service provider.

• Adhere to established resolution and escalation timeframes while enhancing knowledge of products and applications.

• Record, monitor, and manage incidents through the internal Incident Management System.

• Provide clients with precise updates throughout the process of issue resolution.

• Take responsibility for customer concerns and manage interactions efficiently, professionally, and in accordance with internal protocols.

• Assist customers in utilizing self-service tools and resources when suitable.

⛳️ Requirements

• Proficient in both German and English is essential.

• A minimum of 2 years of experience in a travel agency, tour operator, or airline setting is required.

• Previous experience with GDS systems is mandatory.

• Experience with Galileo GDS is preferred.

• Familiarity with other GDS platforms is advantageous.

• Experience with CETS or other leisure travel tools is beneficial but not compulsory.

• Strong skills in customer relationship management.

• A collaborative, consultative, dependable, and empathetic demeanor.

• Exceptional communication skills.

• A strong team-oriented attitude.

🏝️ Benefits

• Comprehensive training and development opportunities.

• Flexible working arrangements.

• Competitive salary and performance-based bonuses.

• Health and wellness programs.

• Opportunities for career advancement.