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, de

📌 Customer Service Representative (Barcelona)
🏢 Nuitee
📍 Barcelona