We're looking for an experienced Customer Service Representative to join our growing Customer Service team. This role focuses on handling urgent customer issues, travel disruptions, and high-priority cases that require rapid resolution. You will act as a critical point of contact for escalations, ensuring swift and professional responses to complex situations.
If you enjoy solving complex problems, staying calm under pressure, and taking ownership until a case is fully resolved, 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 follows a rotating schedule across mornings, afternoons, evenings, weekends and public holidays.




You'll rotate across different shifts based on business needs.
While this role is not primarily a night-shift position, occasional overnight coverage may be required.

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.
If this sounds like the kind of challenge you’re looking for, we’d love to hear from you
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 comfort

📌 Customer Service Representative (Barcelona)
🏢 Nuitee
📍 Barcelona