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About the Role

Serve as a trusted point of contact for German-speaking travellers, helping them navigate bookings, travel queries, and journey-related concerns with professionalism and care. This role is at the heart of the travel industry.

Responsibilities

• Provide high-quality customer support to German-speaking travellers via telephone, email, and live chat, addressing inquiries related to flights, hotel bookings, tour packages, and travel itineraries.
• Assist customers with booking modifications, cancellations, and rebooking requests in accordance with company and partner airline or hotel policies.
• Offer accurate, up-to-date information on travel destinations, visa requirements, baggage allowances, and travel insurance options to ensure a smooth customer journey.
• Handle and resolve travel-related complaints and escalations with empathy, patience, and a solution-focused approach, ensuring the highest levels of customer satisfaction.
• Process refunds, compensation requests, and special service requirements in line with established travel industry guidelines and internal procedures.
• Collaborate closely with internal teams, travel partners, and third-party suppliers to coordinate seamless travel arrangements for customers.
• Maintain accurate and detailed records of all customer interactions and transactions using the company's CRM and booking management systems.
• Stay informed of the latest travel industry developments, destination advisories, and product updates to provide customers with the most relevant and reliable guidance.

Requirements

• Native or fluent German language skills (both spoken and written) are essential for this role — C1 or C2 level proficiency is required.
• A good working knowledge of English is required for internal communication and training purposes.
• A valid EU passport is mandatory for relocation and employment eligibility purposes.
• Previous experience in customer service, travel support, or a related hospitality or tourism environment is highly desirable.
• Familiarity with travel booking platforms, GDS systems (such as Amadeus or Sabre), or CRM tools is considered a strong advantage.
• Excellent interpersonal and communication skills with a genuine passion for delivering outstanding customer experiences in the travel sector.
• Ability to work in a fast-paced, target-driven environment while maintaining composure and professionalism under pressure.

Skills

• German language proficiency (C1/C2)
• English language proficiency
• Customer service
• Travel support
• Interpersonal skills
• Communication skills
• Problem-solving
• CRM systems
• GDS systems (Amadeus, Sabre)

Location

• Sofia, Bulgaria

Work Type

• On-site
• Full-time

Experience Level

• Entry-level
• Mid-level

Salary/Compensations

• Competitive Monthly Salary reflective of your skills, language proficiency, and experience in the travel industry.

Benefits

• Fully Paid Training Programme
• Comprehensive Private Health Insurance
• Fully Paid Relocation Package (flight to Sofia, airport transfer, hotel accommodation)
• Monthly Performance Bonus
• €1,500 Signing Bonus

About the Company

• Mercier Consultancy Group is a premier European recruitment and business process outsourcing firm.
• We specialize in placing skilled professionals in roles that match their language capabilities, career ambitions, and personal goals.
• We build careers and shape futures across the European market and beyond.