Mercier Consultancy MD is excited to offer a remote working opportunity for a German Speaking Customer Agent to support Booking.com’s customer service operations from anywhere in Greece. This role is ideal for individuals fluent in German who are passionate about travel and customer service. As a Customer Agent, you will assist German-speaking customers with their booking inquiries, providing prompt and excellent service to ensure a smooth travel experience. Key Responsibilities - Deliver exceptional customer support in German via phone, email, and chat from a remote setting. - Assist customers with booking inquiries, modifications, cancellations, and other travel-related questions. - Resolve customer concerns and issues efficiently, aiming for high customer satisfaction. - Document customer interactions accurately in the CRM system. - Collaborate with different teams to enhance customer experience and operational processes. - Stay updated on Booking.com policies, travel trends, and promotions.

Mercier Consultancy MD is excited to offer a remote working opportunity for a German Speaking Customer Agent to support Booking.com’s customer service operations from anywhere in Greece. This role is ideal for individuals fluent in German who are passionate about travel and customer service. As a Customer Agent, you will assist German-speaking customers with their booking inquiries, providing prompt and excellent service to ensure a smooth travel experience. Key Responsibilities - Deliver exceptional customer support in German via phone, email, and chat from a remote setting. - Assist customers with booking inquiries, modifications, cancellations, and other travel-related questions. - Resolve customer concerns and issues efficiently, aiming for high customer satisfaction. - Document customer interactions accurately in the CRM system. - Collaborate with different teams to enhance customer experience and operational processes. - Stay updated on Booking.com policies, travel trends, and promotions.

Role Description - Providing support to customers through phone conversations, chat, and email correspondence - Following up on support tickets/cases to guarantee timely, high-quality closures - Upholding superior customer experience standards while representing a major international brand - Demonstrating empathy and building reliable, professional partnerships with clients and stakeholders - Actively contributing to achieving client-specified goals and company performance objectives Qualifications - Fluency in Spanish (C1/native preferred) - Very good English at B2 level or above - Outstanding interpersonal and problem-solving skills with a customer-first mindset - Comfortable with technology, computers, and multiple software platforms - Resourceful individual capable of handling various tasks simultaneously - Positive, collaborative team player suited to a high-volume, evolving environment Benefits - Complete, cost-free relocation help: covered flights, 2-week hotel stay with breakfast, and dedicated housing search support - Competitive base pay + two extra salaries annually + performance bonuses; Sundays & public holidays paid at 200% - Healthcare benefits package plus various employee perks and discounts - Professional, certified training program - Clear advancement opportunities and personal development - Engaging social events and community responsibility projects - Free Greek language courses online Company Description

• Lead, mentor, and manage the day-to-day operations of the Customer Service team. • Train and develop team members to ensure they have the tools and knowledge to perform at their best. • Act as an escalation point for complex or high-priority customer issues, working closely with customers to resolve concerns efficiently. • Monitor customer interactions and feedback to identify trends, opportunities for improvement, and potential areas of innovation. • Work with cross-functional teams (Sales, Marketing, Design, and Operations) to ensure customer expectations are met and exceeded. • Develop and implement best practices for customer service processes and workflows. • Analyze customer service metrics to track team performance and customer satisfaction, providing regular reporting to leadership. • Drive initiatives to enhance customer loyalty, satisfaction, and retention. • Create and maintain detailed customer service documentation, FAQs, and knowledge base content. • Foster a positive, solution-oriented work environment, ensuring the team feels supported and empowered.