Senior Travel Agent - German - Berlin

Position: Senior Travel Agent

Location: Berlin, Germany (Hybrid: 1 day per week in office)

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Deliver high-quality travel assistance through chat, phone, and email communication channels.
• Stay informed on travel suppliers, destinations, and internal systems to provide accurate support.
• Quickly evaluate customer needs, urgency, and preferences to offer effective solutions.
• Process hotel, flight, car rental, and rail bookings with precision and attention to detail.
• Educate customers on how to navigate and use self-service features within the Navan platform and mobile app.
• Ensure timely responses to inquiries in alignment with service level agreements (SLAs).
• Adhere to company guidelines and client-specific policies, maintaining compliance with global standards.
• Share insights and feedback with internal stakeholders to support goal tracking and process improvement.
• Engage in regular team meetings focused on products, travel partners, and industry trends.
• Keep up-to-date with travel industry standards and best practices.
• Maintain reliable attendance, complete required training, and consistently meet performance expectations.

REQUIREMENTS:

• Native/fluent in German, both oral and written. Fluent in English (B2 or higher)
• Previous working experience in a customer service roles, ideally covering travel and hotel segments
• Minimum 1 year experience working with GDS systems (Sabre, Amadeus, Galileo) is mandatory
• Metrics driven as an indicator and motivator of success
• A skilled communicator who enjoys creating personalized verbal and written communication
• A team player who thrives in collaborating, giving and receiving feedback and lifting others up
• Computer literate and confident using tools such as Gmail, Zendesk, Slack and Salesforce as well as our unique, in-house, travel customer service platform
• Availability to complete the first 10 weeks of employment without requesting time off (excluding regular weekends)
• Working schedule: Monday to Friday, 7 AM - 7 PM.
  

BENEFITS:

• Excellent remuneration package based on experience, skills and performance
• Be part of a dynamic and creative team with positive and friendly atmosphere
• Guidance and tools to reach your full potential
• Generous medical plans, dental, and vision benefits with premiums
  
• Paid parental and bereavement leave
• Subsidized commuter benefits
• Mental health support
• Connectivity stipends
• And many others!