Customer Support Analyst with German

The Customer Support Analyst will join a global travel technology company and be integrated into its day-to-day customer support operations. The role will focus on assisting travel industry clients, resolving inquiries, and ensuring a smooth customer experience across the company’s platforms and solutions.
RESPONSABILITIES:

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Provide Helpdesk support across the company’s full product range, covering both functional and technical issues through multiple channels, including phone, web, chat, and email.

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Identify and troubleshoot reported issues to minimize customer impact, resolving them directly whenever possible or escalating them to the appropriate service provider.

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Follow established resolution and escalation timelines while continuously developing your product and application knowledge.

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Log, monitor, and track incidents through the internal Incident Management System, ensuring customers receive accurate updates through to resolution.

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Take ownership of customer issues and ensure all interactions are handled promptly, professionally, and in line with internal procedures.

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Support customers in using available self-service tools and resources whenever appropriate.

Could this be you?

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Advanced German and English skills are required.

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At least 2 years of experience within a travel agency, tour operator, or airline environment.

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Previous experience working with GDS systems is required. Galileo GDS experience is preferred, but candidates with knowledge of other GDS platforms will also be considered.

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Experience with CETS or other leisure travel tools is considered an advantage, but is not mandatory.

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Strong customer relationship skills, with a collaborative, consultative, reliable, and empathetic approach.

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Excellent communication skills and a strong team-oriented mindset.

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You will join a diverse and inclusive work environment that encourages open communication, collaboration, and employees to confidently share their ideas and perspectives.

Originally posted on Himalayas