German-speaking - Specialized Travel Consultant

CW Government Travel; Manila; On-site; PHP 446,000 - 670,000; Full time

Job summary

CW Government Travel in Manila is seeking a German-speaking travel support specialist to manage escalations for business travel clients. You will liaise with internal teams and external providers, using Amadeus GDS to access fares and ticketing data, while communicating clearly by phone, chat, and email to resolve issues.

Fluency in German and English is mandatory; experience with fare rules is a plus. You will join a team focused on exceptional client service and professional relationships.

Qualifications

• German and English language proficiency required (written and spoken).
• GDS expertise, Amadeus preferred.
• Experience in travel, fares and ticketing rules is advantageous.

Responsibilities

• Handle escalations and disputes for business travel clients with empathy and accuracy.
• Coordinate with internal and external teams to resolve issues and explain findings clearly.
• Serve as primary contact for customers, maintaining professional relationships throughout the resolution process.
• Utilize GDS systems like Amadeus for ticketing and fare information.
• Communicate with customers via telephone, chat, and email, ensuring SLA adherence.
• Monitor cases and follow up with suppliers and teams; support Account Managers.
• Share best practices and feedback on customer needs with the team.

Skills

German language

English language

Client service mindset

Tools

Amadeus

Job description

What You'll Do

• Proactively handle escalations and disputes for business travel clients with precision, empathy, and professionalism.
• Liaise with internal departments, external providers, investigation and resolution teams to coordinate resolution efforts, translate findings into clear, customer-friendly explanations, and keep customers informed throughout
• Serve as the primary point of contact for customers, ensuring consistent, professional, and relationship-focused engagement throughout the resolution process.
• Use various Global Distribution Systems (GDSs), including Amadeus.
• Communicate effectively with customers over the telephone, messaging (chat), e-mail, and/or back office systems
• Explain complex situations and deliver challenging news in ways that leave customers satisfied, respected, and confident in the business
• Maintain consistently high standards of communication accuracy and professionalism within established Service Level Agreements (SLAs), across phone and email interactions
• Monitor cases and ensure timely follow-up with suppliers and internal teams, supporting Account Managers by resolving client queries promptly and professionally
• Monitor customer interactions to identify best practices, share insights with the team, and provide feedback on customer needs and communication preferences

What We're Looking For

• Previous experience in travel (preferably business travel) and understanding of fares and ticketing rules for car, air, and hotel
• Fluent written and spoken German and English is mandatory
• Native GDS expertise (Amadeus)
• Passion for excellence in client service, including proactive anticipation of needs
• Outstanding interpersonal and relationship-building skills with ability to connect authentically with customers
• Strong ability to listen actively, understand customer needs, resolve customer issues quickly and translate customer needs across internal teams
• Act with integrity,