Customer Support

# Customer Support Agent – Travel Industry Specialist (Remote – Philippines)

**Dream Urlaub GmbH**

## About Us

Dream Urlaub GmbH is a B2B travel platform specializing in hotel distribution and travel services through API integrations and direct contracts. We work with global partners and require high operational accuracy and industry expertise.

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## Role Overview

We are looking for a **highly experienced Customer Support Agent with a strong background in the travel industry**.

This is **not an entry-level role**. The position requires hands-on experience with **hotel and/or flight bookings, GDS systems, and post-booking operations**.

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## Key Responsibilities

* Manage **B2B client support** via email and booking systems
* Handle **complex post-booking cases**:

* Amendments
* Cancellations
* Refund calculations (including penalties)
* Special requests
* Work directly with **suppliers, hotels, and consolidators**
* Interpret and apply **rate rules, cancellation policies, and fare conditions**
* Monitor booking lifecycle and ensure **accuracy and compliance**
* Resolve issues related to:

* Failed bookings
* Payment issues
* Duplicate bookings
* Supplier discrepancies
* Escalate technical/API issues when required

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## Mandatory Requirements (Strict)

* Minimum **2–3 years of experience in the travel industry** (OTA, DMC, airline, or travel agency)
* Proven experience with **GDS systems**:

* Amadeus / Sabre / Galileo (mandatory for flight-related knowledge)
* Strong understanding of:

* **Hotel booking processes**
* **Non-refundable (NRF) and cancellation policies**
* **B2B travel operations**
* Experience handling **post-booking operations independently**
* Excellent written English (**C1+ required**)
* Ability to work under pressure and manage multiple cases

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## Not Suitable For

* Candidates without travel industry experience
* General customer support profiles (e-commerce, retail, etc.)
* Candidates without GDS knowledge

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## Working Conditions

* Full-time (40 hours/week)
* Shift aligned with **European time zones (CET)**
* Weekend availability required (rotation basis)

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## Salary & Benefits

* Salary: (based on experience)
* Performance-based bonus
* Long-term position in a growing international company

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## KPIs & Performance Expectations

* First response time: **within 15 minutes (working hours)**
* Resolution time: **within 24 hours**
* Accuracy: **98–100% error-free handling**
* Low escalation rate
* Ability to handle high volume of requests efficiently

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## How to Apply

Please send your CV in English and include:

* Description of your **travel industry experience**
* GDS systems you have worked with
* Example of handling a **complex booking issue**


**Only candidates with relevant travel experience will be considered.**