German Customer Service Agent

1 day ago

Athens, Attica, Greece ICAP People Solutions Full time

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.

Requirements:

  • Proven experience in customer service, preferably within a service center.
  • Native/near-native level of German (minimum level C1, oral and written).
  • Experience with booking systems such as Amadeus is considered an asset.
  • Strong communication, problem-solving and conflict resolution skills.
  • Ability to multitask efficiently across multiple systems in a fast-paced environment.
  • Structured, self-organized approach with strong attention to detail.
  • Team-oriented mindset with openness to feedback and continuous development.
  • Ability to work effectively in an international and dynamic environment.

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