The Offer

• A role that offers a breadth of learning opportunities
• Attractive Salary & Benefits
• Opportunity within a company with a solid track record of performance

The Job

This role supports a high-quality, home-based project in the online travel industry, delivering first-level customer service via inbound and outbound channels. The position involves multitasking, including managing several simultaneous cases and phone calls, with a focus on handling modifications, cancellations, deposit claims, and escalating complaints.

Key Responsibilities

• Handle inbound and outbound customer service calls and case management
• Serve as the first point of contact for homeowners using a booking platform
• Provide timely, high-quality assistance to customers, especially during escalations
• Log, classify, and follow up on all customer interactions
• Maintain accurate records of call history and resolutions
• Analyze call data and share customer feedback
• Stay up to date with process and platform changes
• Collaborate with internal and external teams through clear, documented communication

The Profile

Requirements

• Native-level German and fluent English
• Proven customer service experience
• Ability to multitask between live calls and case handling
• Solid computer literacy and experience working online
• Experience handling both inbound and outbound interactions
• Clear, empathetic, and professional communication under pressure

Nice to Have

• Experience with Zendesk or similar ticketing platforms
• Familiarity with Slack or online team collaboration tools
• Background in the online travel industry
• Technical support background (electronics, machinery, or industrial sectors)
• Proficiency in Salesforce and standard office tools

Technical Requirements

• Internet: Stable wired broadband connection
• Hardware:
• Processor: Minimum 1.8 GHz (64-bit preferred)
• RAM: 8 GB+
• Storage: Minimum 10 GB free
• Screen: 1920x1080 resolution preferred
• Wired USB headset
• Operating System:
• Windows 11 or later
• mac OS 13 or later

Work Schedule (CET Time Zone)

• Monday to Friday: 9:00 AM 10:00 PM
• Saturday to Sunday: 12:00 PM 8:00 PM
• Evening shifts (after 6:00 PM) and weekend shifts become available after 34 weeks in production
• Two days off per week

What We Offer

• 100% Remote Work
• Flexible, project-based assignments
• Long-term collaboration opportunities
• Career development and learning paths
• Gamification program (performance-based bonuses and paid holiday hours)
• Freelance cooperation agreement

Join Us

• If you are customer-focused, tech-savvy, and thrive in a fast-paced, remote environment, wed love to hear from you. Apply by 12 June 2025 to be considered for our next training group starting on 16 June 2025.

The Employer

Our client is Centralized and Standardized Native Customer Support Services Worldwide Sole provider of all Major Languages and Dialects in the World International Marketplace of Premium Contact Center Projects for Remote Talents.