Customer Relation Specialist

About the Role

We are seeking a passionate and customer-focused bi-lingual German & English speaking Customer Relation Specialist to join our dynamic Client Services team. The ideal candidate will excel at building and transforming customer relationships, converting detractors into promoters of our business through exceptional communication, empathetic engagement, and proactive expectation management. You will be the voice of our business, ensuring every customer interaction leaves them feeling heard, valued, and confident in our commitment to their success.

Key Responsibilities

• Champion the conversion of dissatisfied customers into loyal promoters through exceptional service recovery both over phone and email, building genuine trust through empathetic, transparent communication
• Serve as the primary point of contact for customers, ensuring consistent, professional, and relationship-focused engagement throughout the resolution process
• Set realistic customer expectations from the outset, and communicate resolutions with quality and clarity — particularly when outcomes differ from customer hopes
• Explain complex situations and deliver challenging news in ways that leave customers satisfied, respected, and confident in the business
• Maintain consistently high standards of communication accuracy and professionalism within established Service Level Agreements (SLAs), across phone and email interactions
• Monitor cases and ensure timely follow-up with suppliers and internal teams, supporting Account Managers by resolving client queries promptly and professionally
• Proactively handle escalations and disputes with precision, empathy, and professionalism
• Liaise with internal departments, external providers, and investigation and resolution teams to coordinate resolution efforts, translate findings into clear, customer-friendly explanations, and keep customers informed throughout
• Monitor customer interactions to identify best practices, share insights with the team, and provide feedback on customer needs and communication preferences

Requirements & Tech Stack

• Proven experience in business travel customer service or incident resolution
• Excellent verbal and written communication skills with proven ability to communicate difficult messages effectively and empathetically
• Outstanding interpersonal and relationship-building skills with ability to connect authentically with customers
• Strong ability to listen actively, understand customer needs, and translate those needs across internal teams
• Fluent written and spoken German and excellent level of English (required)
• Proficiency in Microsoft Office
• Ability to turn customer dissatisfaction into loyalty and advocacy
• Amadeus GDS experience

Note: This role caters to European market shift starting either from 11:30 AM - 8:30 PM / 12:30 PM - 9:30 PM basis daylight saving. This role may require flexibility.

Qualifications

• None explicitly stated beyond the requirements section.