Customer Service Representative (Hybrid Rotating) - English + European Languages

About the Job

We are seeking an experienced Customer Service Representative to join our Team. This role focuses on handling urgent customer issues, travel disruptions, and high-priority cases that require rapid resolution. You will act as a critical point of contact for escalations, ensuring swift and professional responses to complex situations.

Key Responsibilities

Handle emergency and urgent customer inquiries via phone, email, and chat

Resolve escalated issues and provide timely, effective solutions

Coordinate with internal teams, hotels, and partners to address travel disruptions

Maintain accurate records and documentation of incidents and resolutions

Monitor and track emergency cases to ensure resolution within SLA

Contribute to process improvements for the Emergency Team

Support junior team members and provide guidance during high-pressure situations

Our Ideal Candidate

3 years of experience in customer service, preferably in travel (hotels or airlines)

Fluent in English + both of the following at business level: Arabic and French

Strong problem-solving and decision-making skills under pressure

Excellent communication and interpersonal abilities

Proficient with Microsoft Office and customer service tools

Ability to multitask in a fast-paced, high-stress environment

Detail-oriented and highly organized

Experience handling escalations and urgent cases

Flexibility to work in shifts