Customer Service Representative (Night Shift) - English + European Languages - Barcelona

Nuitée; Barcelona; Presencial; EUR 24.000 - 36.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Night shift premium (25%)

Global 24/7 operation

Descripción de la vacante

Nuitée is seeking an experienced Customer Service Representative (Night Shift) to join our global 24/7 operations. You will handle emergency inquiries, resolve escalations, and coordinate with hotels, airlines, and internal teams to address travel disruptions.

Fluency in English is required, with additional European language skills being a strong advantage. The role emphasizes staying calm under pressure and maintaining accurate records while delivering professional support during overnight

Formación

• Minimum 3 years of customer service experience, preferably in travel or hospitality.
• Fluent in English; another European language is a strong advantage (French, German, Dutch, Italian).

Responsabilidades

• Handle emergency and urgent inquiries via phone, email, and chat.
• Resolve escalated issues with timely, effective solutions.
• Coordinate with hotels, airlines, and internal teams to address disruptions.
• Maintain accurate incident records and documentation.
• Monitor urgent cases to meet SLA timelines.
• Contribute to process improvements for the Emergency Team.

Conocimientos

Customer service

English

Escalation handling

Herramientas

Zendesk

Descripción del empleo

Night owl? Earn extra on overnight shifts

We're looking for an experienced Customer Service Representative (Night Shift) to join our growing Customer Service team. This role focuses on handling urgent customer issues, travel disruptions, and high-priority cases during overnight operations. You will act as a critical point of contact for escalations, ensuring swift and professional responses when travellers need support the most.

If you enjoy solving complex problems, staying calm under pressure, and prefer working overnight as part of a global operation, you'll likely find this role rewarding.

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 overnight coverage as part of our global 24/7 Customer Service operation.

• You'll mainly work night shifts, including weekends and public holidays.
• This is the ideal role for someone who prefers working overnight rather than rotating between day and night schedules.
• Night shift hours receive a 25% salary premium.

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!