Customer Service Representative (mainly Weekend Shift) - English + European Languages

Nuitée; Barcelona; Presencial; EUR 19.000 - 25.000; Jornada completa

Descripción de la vacante

Nuitée is seeking an experienced Customer Service Representative focused on weekend coverage to support travelers during high-demand periods. You will handle emergencies, coordinate with hotels and airlines, and resolve urgent issues across phone, email, and chat channels.

The role emphasizes calm decision-making under pressure, strong organizational skills, and the ability to manage multiple priorities in a fast-paced environment.

Formación

• 3+ years of customer service experience, preferably in travel/hospitality or fast-paced settings.
• Fluent in English; another European language (e.g., French, German, Dutch, Italian) is a plus.

Responsabilidades

• Handle emergency and urgent customer inquiries via phone, email, and chat.
• Resolve escalated issues and provide timely, effective solutions.
• Coordinate with internal teams, hotels/airlines, and partners to address travel disruptions.
• Maintain accurate records and documentation of incidents and resolutions.
• Monitor emergency cases to ensure resolution within SLA.
• Contribute to process improvements for the Emergency Team.

Conocimientos

Customer support

Multichannel communication

Escalation handling

Herramientas

Zendesk

Descripción del empleo

Help travelers when they need it most — weekends

We're looking for an experienced Customer Service Representative (mainly Weekend Shift) to join our growing Customer Service team. This role focuses on supporting travelers during weekends, when fast, reliable customer support is essential. You'll help resolve urgent customer issues, travel disruptions, and escalations while ensuring an exceptional customer experience.

If you enjoy solving complex problems and prefer a schedule centered around weekend operations, we'd love to hear from you.

What you’ll do

• Handle emergency and urgent customer inquiries via phone, email, and chat
• Resolve escalated issues and provide timely, effective solutions
• Coordinate with internal teams, hotels/ airlines 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

Shift Pattern

This role is designed primarily for weekend coverage.

• You'll mainly work Saturdays and Sundays, with additional weekday shifts scheduled as required, covering a 5 working days schedule.
• If you work during the weekend, you'll receive two consecutive days off during the week, ensuring a balanced work schedule.
• Flexibility around public holidays is expected as part of our 24/7 operation.

This role could be a great fit if you…

• Have at least 3 years of customer service experience, ideally within travel, hospitality, airlines, aviation, or a similar fast-paced environment.
• Are fluent in English, with an additional European language such as French, German, Dutch, Italian, or another European language being a strong advantage.
• Have experience handling escalations and urgent customer situations with confidence and professionalism.
• Stay calm under pressure and can make sound decisions in time-sensitive situations.
• Communicate clearly and professionally across phone, email, and chat.
• Are highly organised, detail-oriented, and comfortable managing multiple priorities simultaneously.
• Have experience using customer service platforms such as Zendesk, or similar CRM tools.

If you enjoy solving problems that matter, taking ownership, and helping customers through challenging moments, you’ll likely thrive at Nuitée.

You’ll join a collaborative, fast-moving team where your decisions have a direct impact on the customer experience. Every day is different, and you’ll play a key role in helping travelers navigate unexpected situations with confidence.

If this sounds like the kind of challenge you’re looking for, we’d love to hear from you!