Stellenbeschreibung
Position: B2B Travel Agent
Location: Berlin, Germany
Work model: Hybrid (4 days per month / 1 day per week in the office!)
Employment type: Full-time
DUTIES AND RESPONSIBILITIES
- Provide high-quality travel support to customers via chat, phone, and email.
- Manage hotel, flight, rail, and car bookings accurately and efficiently.
- Analyse customer needs, urgency, and travel preferences to deliver suitable travel solutions.
- Support users with self-service functionality on the client's platform and mobile application.
- Maintain extensive supplier, destination, and travel system knowledge.
- Handle complex itineraries, ticketing, reissues, cancellations, EMD/MCO issuance, and PNR management.
- Ensure compliance with company travel policies, customer procedures, and global travel regulations.
- Collaborate closely with internal stakeholders to resolve travel-related issues and improve customer experience.
- Participate in team meetings, product updates, and supplier/travel industry training sessions.
- Provide operational feedback to internal teams regarding customer experience and process improvements.
- Maintain performance standards, attendance, SLA targets, and operational KPIs within a fast-paced travel support environment.
REQUIREMENTS
- Native/fluent in German, both oral and written. Fluent in English (B2 or higher).
- Previous experience managing bookings for corporate and leisure travel clients within a Business Travel environment.
- Previous experience with using Sabre, Amadeus or Galileo GDS modules, including ticketing, reissues, cancellations, EMD/MCO issuance, and PNR management.
- Strong knowledge of complex itineraries, air fares, fare construction, negotiated fares, and route deals.
- Experience with ARC and BSP market booking practices.
- Understanding of travel industry regulations and global compliance requirements.
- Experience with NDC, low-cost carriers, and third-party aggregators considered an advantage.
- Strong customer service and communication abilities.
- Ability to multitask and manage urgent travel-related requests effectively.
- Comfortable working in fast-paced international travel support environment.
- Working schedule: shift rotation, Monday to Friday from 07 AM - 07 PM. Days off: Saturday & Sunday; Bank holidays.
BENEFITS
- Opportunity to join a fast-growing international AI-powered travel technology company.
- Hybrid working model.
- Comprehensive healthcare, insurance, and wellbeing support.
- Retirement savings and equity participation opportunities.
- Flexible time off and parental leave benefits.
- Travel-related perks and commuting support.
- Collaborative international work environment with modern office facilities.
- Professional development opportunities within a high-growth technology environment.
- And much more!
