Customer Service for B&B Hotels – German speaker

What you can expect

As a Customer Service Representative You will handle guest inquiries via phone and email in both German and English, matching guest needs with hotel products to drive bookings, revenue, and brand loyalty. You’ll ensure a smooth customer journey by utilizing internal systems effectively, addressing questions on pricing, hotel details, and payment conditions. Your role includes converting inquiries into confirmed bookings through proactive sales techniques, managing customer accounts and loyalty program queries, and supporting team performance by fostering motivation and goal achievement.

Our client

Our client B&B Hotels is a hospitality brand founded in Brest in 1990, based on the idea of offering its customers comfortable hotels with a warm atmosphere and a pleasant design, all at the best price.
B&B Hotels tripled growth over the past 10 years and today, the group has more than 865 hotels in 17 countries

What you'll do

• Provide a professional voice reservation experience by handling contacts via phone and email, in German and English, to match products with guest needs resulting in revenue generation, brand preference and customer loyalty;
• Provide a seamless customer experience through effective use of systems information and tools;
• Answering questions regarding prices, hotel details, reservation or payment conditions;
• Convert calls into bookings using positive sales and marketing techniques, while being able to determine the needs and desires of the customers;
• Access to customer accounts, payments and answer any queries regarding the loyalty program;
• Seeking opportunities to improve individual and team performance, by helping your team members keeping motivated and deliver on goals.

What you'll need

• Native level of written and verbal communication skills in German;
• Good knowledge of English;
• Hotel/travel experience desired;
• You’ll need previous call center experience in sales and/or customer service capacity;
• Good communication skills;
• Social intelligence – empathy, self-awareness, cultural sensitivity;
• Strong web-based navigation skills;
• Ability to embrace technological and organizational changes;
• Ability to use tools and resources to represent the geographical needs of the caller.

Benefits

• Possibility of cooperation with leaders in various industries;
• Employees empowerment and value;
• Investment in training and personal development;
• Health Insurance since day one in the company;
• Possibility to live in one of our apartments;
• Initial flight expenses refund;
• Annually complementary return flight to your home country (within Europe);
• Free Portuguese language courses, sport activities and organized events;
• Monthly and Quarterly Bonus.