Customer Care Specialist / Expert – Backoffice & After Sales (m/f/d) - ab in den urlaub

As part of our Customer Care team, you will support our customers throughout their journey – from booking and subsequent changes to individual enquiries before and after their trip. You will ensure that even complex enquiries are handled reliably, professionally and with a solution-focused, service-oriented approach.

At ab in den urlaub, you will work in the heart of Leipzig in modern offices and an open, supportive working environment. For more than 20 years, we have been helping people discover some of the world’s most beautiful destinations and turning their travel dreams into reality. With flat hierarchies, quick decision-making and efficient processes, you can settle in quickly and make an impact from day one.

Our motto: We bring sunshine into people’s lives.

• Bookings and Travel Arrangements: You independently process online bookings and subsequent booking-related tasks, ensuring that existing travel arrangements are handled reliably.
• Customer Service and Individual Solutions: You support our customers by phone and email, answer more complex questions about existing bookings and travel arrangements, and handle complaints professionally.
• Booking Changes, Cancellations and Amendments: You independently handle cancellations and booking changes, as well as flight and hotel changes made by our travel partners. Communicating with customers, tour operators and airlines is also part of your role.
• Special Requests and Additional Services: You handle special requests such as seat reservations, sports equipment and travelling with pets, and advise our customers on suitable additional services, including travel insurance, car hire and upgrades.
• Documentation and Systems: You accurately document customer interactions and cases in our internal systems and, where required, take care of travel documents, invoices, credit notes and any necessary corrections. You also handle voucher enquiries.
• Collaboration and Knowledge: You are in regular contact with tour operators, airlines and other travel industry partners. You also keep your professional and systems knowledge up to date and actively use our training and information resources in your day-to-day work.

Experience and Background
You have knowledge of the travel industry and ideally already have experience in customer service, a call centre, sales or a comparable service environment – preferably in a B2C setting.

Professional Expertise
You are able to handle customer enquiries and booking-related processes in a structured manner and remain organised even when dealing with more complex cases. Strong computer skills and confidence using standard Office applications are part of your day-to-day work.

Tools and Systems
Experience with travel booking or reservation systems is an advantage. Knowledge of systems such as Merlin, Amadeus, Midoco, IRIS, VERMI or TOSS will help you get started – experience with comparable systems is equally welcome.

Service and Communication
You have a very good command of German, both written and spoken (C1 level), and enjoy direct contact with customers. You handle customer enquiries with a service-focused, empathetic and professional approach. English language skills are an advantage.

Working Style and Personality
You work reliably, accurately and with a solution-focused approach, even when handling a variety of recurring customer enquiries. A strong customer focus and a genuine interest in helping people with their travel-related needs are key strengths you bring to the role.

• Reliability: A permanent employment contract, either full-time or part-time, within our service hours (8 am–11 pm).
• More time for yourself: 30 days of paid leave, with additional days based on your length of service.
• Work-Life Balance: Mobile working is partially available.
• Appreciation: An attractive salary from day one, additional pay for working weekends and public holidays, and an anniversary programme recognising your loyalty.
• A smooth start: Guaranteed commission during your probationary period and tailored onboarding for our systems, with an experienced coach by your side.
• A predictable schedule: Your shift schedule is provided well in advance, taking employee preferences into account wherever possible.
• Room for your personal growth: Comprehensive on-the-job training on our processes and systems, as well as communication training, supports your professional and personal development. With LinkedIn Learning and long-term employee development programmes, we offer you additional opportunities to continuously develop your skills and grow with us over the long term.
• Transparency: Regular feedback meetings.
• Team spirit: A friendly, supportive team environment with regular team events.
• Benefits for you: Discounts on travel products.
• A smoother journey to work: An allowance towards your Deutschlandticket.
• Sustainability: Choose your JobRad.
• Wellbeing: With LOFINO, you will benefit from allowances for lunch and health-related expenses, as well as a special goodie for birthdays, weddings and/or the birth or adoption of a child.
• Attractive location: A centrally located office in Leipzig city centre with excellent public transport links and plenty of shopping options nearby.
• Focus on health and well-being: Company health management with a wide range of health services, including coaching, counselling and prevention programmes.