Hybrid Customer Service Representative – Bookings & Complaints

at ehotel®

• Job title: Customer Service Representative – Bookings & Complaints
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: €2,600 - €3,000 per month
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Berlin, Germany

About the role

• Customer Service Representative at ehotel AG managing bookings and complaints. Ensuring smooth processes and customer satisfaction in the hospitality sector.

Responsibilities

• You provide friendly, professional support to customers for booking inquiries, individual requests, and the preparation of tailored offers
• As the central point of contact between our customers and hotels worldwide, you handle questions, requests, or problems and ensure a smooth booking process
• You independently make bookings and reliably send all relevant information and documentation to customers and hotels
• You ensure a smooth payment process — from creation and verification to adjustment of payment methods
• After thorough onboarding, you take responsibility for complaints handling and work cross-functionally to resolve issues
• You make independent decisions regarding refunds, liaise closely with our booking partners, communicate directly with hotels and customers, and finalize the refund process
• Together with our product management team, you identify technical optimization opportunities to continuously reduce our complaints rate

Requirements

• You have experience in customer service, ideally in the hotel or travel industry
• You have strong technical understanding and a quick grasp of new information
• You demonstrate strong service and customer orientation, work independently, and have excellent communication skills
• You think analytically, work in a structured and goal-oriented way, and quickly find suitable solutions through precise questioning
• You enjoy teamwork as well as independent work, and are reliable and resilient
• You are fluent in German and English (business proficient); additional languages are a plus.

Benefits

• Permanent employment contract and long-term prospects
• Working hours Monday–Friday between 08:00 and 18:00 with hybrid work options
• Discounted Deutschlandticket for your commute
• Free fruit and beverages & regular company and team events
• 28 days of annual leave
• Employer contribution to occupational pension scheme
• Anniversary bonuses for long service
• Centrally located, air-conditioned office in Prenzlauer Berg
• Experience-based salary between €2,600 – €3,000 gross per month, plus performance-related bonuses after successful completion of the probationary period