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!