Specialized Travel Counselor - German Speaker

CWT; Metro Manila; Remote; PHP 1,056,000 - 1,759,000; Full time

Job summary

Egencia (Amex GBT) is hiring a bilingual Specialized Travel Consultant/Customer Relation Specialist to join our Client Services team. You will manage escalations, coordinate with internal and external teams, and maintain professional, customer-focused engagement across channels.

This is a 100% remote, full-time role serving the European market with shift hours noted. Candidates should have recent travel industry experience (business travel preferred), fluent German and English, and a passion for

Qualifications

• Experience in travel industry, preferably business travel.
• Fluent written and spoken German and English.
• Passion for excellence in client service and proactive anticipation of needs.
• Outstanding interpersonal and relationship-building skills.
• Strong listening and problem-solving abilities with cross-team coordination.
• Integrity and handling traveler information with care.
• Teamwork and openness to feedback.

Responsibilities

• 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 and translate findings for customers.
• Serve as the primary point of contact for customers, ensuring consistent, professional engagement throughout the resolution process.
• Communicate effectively with customers via telephone, chat, e-mail, and back-office systems.
• Explain complex situations and deliver challenging news in a way that satisfies customers and maintains confidence in the business.
• Maintain high standards of communication accuracy within SLAs across phone and email interactions.
• Monitor cases and ensure timely follow-up with suppliers and internal teams; support Account Managers by resolving queries promptly.
• Monitor interactions to identify best practices and provide feedback on customer needs.

Skills

German language

English language

Customer service

Job description

We are seeking a passionate and customer-focused bilingual German & English-speaking Specialized Travel Consultant/ Customer Relation Specialist to join our dynamic Client Services team.

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.
• 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

We look forward to sharing more detailed job functions and key performance indicators during the interview process.

What We’re Looking For

• Recent experience in the travel industry (preferably business travel) and understanding of fares and ticketing rules for car, air, and hotel
• Fluent written and spoken German and English is mandatory
• 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, and look after personal traveler information
• Teamwork and openness to feedback

This role caters to European market shift starting either from 11:30 AM - 8:30 PM / 12:30 PM - 9:30 PM basis daylight saving.

This role is a full-time 100% remote job under Egencia (Amex GBT).