ICAP Executive Search & Selection is one of the premium consultancies and part of ICAP People & Employment Solutions, the largest HR Services Provider in Greece and Cyprus. With more than 50 years of experience, we specialize in assessing and recruiting Senior to Middle Level Executives across all sectors.
ICAP Executive Search & Selection, on behalf of its client, a global provider of customer experience management solutions partnering with leading international brands, is looking for a German Customer Service Agent to join its team.
German Customer Service Agent (6081/GCSA/ESS/GR)
Role description:
- Act as the first point of contact for customers via voice, email and chat regarding flight bookings and travel-related inquiries.
- Manage bookings, rebookings, cancellations and schedule changes in a timely and accurate manner.
- Handle airline requests, fare checks and calculations using booking systems.
- Provide clear and accurate information on flight schedules, involuntary cancellations and baggage policies.
- Process payments, refunds, vouchers and professionally handle customer complaints.
- Book additional travel-related services, including insurance, seat reservations, extra baggage, lounge access, special meals, car rentals, parking, transfers and hotel accommodation.
- Accurately document all customer interactions and activities within the CRM system.
- Ensure compliance with data protection and security standards.
- Demonstrate empathy and active listening while taking ownership of customer inquiries and issues.
- Maintain up-to-date knowledge of systems, products, processes and procedures to deliver excellent customer service.