B2b travel customer advisor

Job Description

As a B2B Travel Customer Advisor, you will assist travelers with best-in-class personalized support and more.

Detailed Duties and Responsibilities

• Support users with self-service functionality on the client’s platform and mobile application
• Collaborate closely with internal stakeholders to resolve travel-related issues and improve customer experience
• Provide high-quality travel support to customers via chat, phone, and email
• Handle complex itineraries, ticketing, reissues, cancellations, EMD/MCO issuance, and PNR management
• Maintain performance standards, attendance, SLA targets, and operational KPIs within a fast-paced travel support environment.
• Manage hotel, flight, rail, and car bookings accurately and efficiently
• 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 extensive supplier, destination, and travel system knowledge
• Ensure compliance with company travel policies, customer procedures, and global travel regulations
• Analyse customer needs, urgency, and travel preferences to deliver suitable travel solutions

Targeted Qualifications

• Fluency in German Language, C1 level or Higher.
• Fluency in English Language, B2 level or Higher.
• Experience with ARC and BSP market booking practices
• Ability to multitask and manage urgent travel-related requests effectively
• Previous experience with using Sabre, Amadeus or Galileo GDS modules, including ticketing, reissues, cancellations, EMD/MCO issuance, and PNR management
• Experience with NDC, low-cost carriers, and third-party aggregators considered an advantage
• Comfortable working in fast-paced international travel support environment
• Previous experience managing bookings for corporate and leisure travel clients within a Business Travel environment
• Understanding of travel industry regulations and global compliance requirements
• Strong customer service and communication abilities
• Strong knowledge of complex itineraries, air fares, fare construction, negotiated fares, and route deals.
• Working schedule: shift rotation, Monday to Friday from 07 AM – 07 PM. Days off: Saturday & Sunday; Bank holidays.

Interpersonal Skills

• Communicative, Speak and/or write well and get your ideas across to others easily.
• Interpreter, Look at things and make sense of them, figure what is needed and how to fulfil it.
• Confident, Pleasant, Energetic, Helpful, Trustworthy
• Efficient, Perform tasks in the fastest and simplest ways that they can be done.
• Organized and punctual, put things in order so that they run smoothly and are always on time.
• Flexible, Can carry different responsibilities, sometimes with very little advanced notice.
• Listen, Listen/pay attention to what others are saying, without daydreaming or judging them.
• Precise, Make sure that things are done accurately, correctly, and exactly.
• Willingness to acquire new knowledge.
• Service Customers, be friendly patient, and polite with customers and try your best to service their needs/wants.

Offer & Benefits

• Hybrid – Berlin, DE (1 day per week – work from office)
• Full eligibility to live & work is a must.
• Availability to complete the first 10 weeks of employment without requesting time off (excluding regular weekends)
• Working schedule: shift rotation, Monday to Friday from 07:00 AM – 07:00 PM.
• Days off: Saturday & Sunday; Bank holidays.
• Shift-Based.
• Comprehensive healthcare, insurance, and wellbeing support.
• A global team committed to the company values.
• A dynamic work environment in a dynamically international company.