Kundenservice Jobs Berlin

Who we are?

Worldia is the next-generation connected Tour Operator offering tailor-made trips worldwide. We empower our travel agency partners to tap into the immense potential of à la carte travel by combining powerful technology, a selection of high-quality products, and premium customer service.

After raising €25 million in 2023, Worldia is scaling up with many exciting projects: the launch of the new version of the platform, expanding our product offerings, developing new commercial partnerships, and growing internationally.

Want to join the adventure? Welcome aboard!

Our Values

• AMBITION // Shoot for the moon
• Pleasure // Have fun together
• INTEGRITY // Be honest and transparent, always.

Missions

We are looking for an experienced International Customer Care Manager to supervise our multilingual teams across 3 to 4 sites. You will manage the "On Spot" (emergencies and traveler issues at destination) and "Post Travel" (post-trip management) teams, ensuring 24/7 organization. Your role will include optimizing performance, monitoring KPIs, and developing the "On Spot" team to improve emergency response management.

• Overall management of Customer Care teams: supervise the two departments, "Post Travel" (post-trip management) and "On Spot" (in-destination emergency management), in collaboration with the Team Leads.
• Develop the "On Spot" team: optimize service management to provide quick and effective responses to travelers in need.
• Develop and coordinate 24/7 services across multiple sites (3 to 4) to ensure optimal client coverage at all times.
• Recruit, support, and develop the skills of the entire team, working closely with Team Leaders.
• Identify team needs and performance gaps, and implement corrective actions as necessary.
• Track and improve team KPIs to ensure customer satisfaction aligns with Worldia’s standards.
• Implement Lean methodology: establish a system for problem-solving and continuous improvement.
• Manage ad-hoc projects: for example, enhancing the features of our travel companion app.

Let's talk about you

• You have strong managerial and organizational skills: the ability to shift between strategic and operational approaches as needed.
• You can handle stress in customer service and are creative: solution-oriented with a strong team spirit and the ability to think outside the box.
• You have 7 years of experience in a similar environment, ideally managing multi-site teams. Experience in the same sector is a big plus.
• You have an analytical mindset and are proficient in Excel.
• You speak fluent English.

This opportunity will allow you to build a 24/7 multi-site department in a challenging environment, within a rapidly expanding organization, while addressing the challenges of an international, multilingual setting.

Benefits:

• Remote-friendly (3 days in the office/2 days remote) and 4 weeks of full remote per year.
• Swile meal card: €11.50/day for lunch.
• Great career growth opportunities.
• Team buildings every 3 months and 2 amazing parties (Christmas Party and Summer Party) to gather everyone together.
• Travel discounts for your trips.

Worldia a signé le Pacte IDEA (Inclusion - Diversité - Equité Accessibilité) et respecte un processus de recrutement juste et non discriminatoire.