German-Speaking Travel Agent – First Line Escalations

About the role

As a German‑speaking Travel Agent in the First Line Escalations team, you will support customers via phone and chat, handling complex travel cases that require coordination with airlines and internal teams. The position reports to a Customer Care Escalation Team Leader and offers a hybrid work environment.

Key responsibilities

• Receive and process inbound calls and chats, and manage outbound calls for complex cases.
• Handle flight changes, cancellations, rebookings and force‑majeure situations while maintaining high service quality.
• Develop and recommend improvements to existing procedures to increase efficiency.
• Report technical issues and customer complaints to the appropriate departments.

Required profile

• Native or fluent German (oral and written) with good English proficiency.
• Bachelor’s degree, preferably in Tourism, Business Administration or a quantitative field.
• Strong communication skills, a can‑do attitude and ability to multitask in a fast‑paced environment.
• Experience in customer service and computer literacy.

Required skills

• GDS knowledge (Amadeus or Sabre).

What we offer

• Standard Monday‑Friday morning schedule with competitive salary and incentive program.
• Extensive GDS training (Amadeus and Sabre) with certification.
• Hybrid working model – remote and office work in central Athens.
• Private health insurance, extra medical leave days, monthly restaurant ticket, and a relaxed office environment with free breakfast, coffee, ping‑pong and team events.