ServiceNow CSM Architect leading optimization of customer management solutions in utilities. Collaborating across teams for innovative solutions that enhance customer engagement.
About the role
- Customer Success Manager at Tourlane ensuring excellent customer experiences in travel planning. Responsibilities include booking coordination and addressing customer inquiries effectively.
Responsibilities
- As the main point of contact for our customers once their trip has been planned and confirmed, you demonstrate exceptional commitment by finding creative solutions to challenges to ensure the best possible customer experience.
- You proactively coordinate bookings with our global partners and ensure that everything runs smoothly.
- You independently inform and advise our customers about changes to their travel plans.
- You identify potential issues early, prevent escalations, and resolve customer concerns through proactive measures.
- You value working independently and enjoy taking ownership of customer inquiries and resolving them responsibly.
- You take ownership of your own performance and booking KPIs and ensure customer matters are handled professionally and with dedication.
Requirements
- You share our passion for travel and our customers. Your dedication to outstanding customer service is your motivation.
- You already have valuable experience in customer service via phone and email and in using service software tools.
- Your solution-oriented approach, strong communication skills, and desire to fully satisfy our customers set you apart.
- You have strong organizational skills and can effectively manage multiple customers simultaneously.
- You have excellent German and good English skills, both written and spoken. Your primary residence is in Germany.
- You are ready to start your exciting journey at Tourlane on December 1.
Benefits
- We value your contribution to Tourlane’s success and complement your compensation with an Employee Stock Option Program (ESOP).
- Flexible work: remote (if located outside Berlin) or hybrid. Find the most productive balance for you with a mix of home office and 2–3 days in our wonderful office in Berlin-Kreuzberg.
- We share your passion for travel: enjoy the option to work abroad for up to 5 months through our new program.
- We support the many communities that make Tourlane: join an Employee Resource Group (ERG) or start a new one to connect with colleagues.
- Dog-friendly office: we can’t wait to meet your four-legged friend!
- Comprehensive onboarding: our Customer Service onboarding will teach you everything you need to succeed with us.
Job title
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