German B2B Travel Agent - Berlin

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