German Speaking Premier Helpdesk Team Leader | Permanent role | Hybrid | Up to 10,416 RON per month+5 annual bonus

2 weeks ago

Bucharest, Bucureşti, Romania Infotree Full time 125,000 - 143,216 per year

Original Job Title:
German Speaking Premier Helpdesk Team Leader

(Premier = Travel Company's dedicated support line for strategic and high-value customers, such as major travel agencies and airlines)

Location:
București - Ilfov, Romania (Hybrid)

Budgeted Salary:
125,000 RON/year + 5% annual bonus (approximate 10,416 RON per month)

Industry:
Global Travel Technology

Employment Type:
Permanent

Company Overview

We're a global travel technology company that powers travel bookings worldwide — from flights and hotels to car rentals. Our systems simplify the travel experience, and we're looking for top talent to help us deliver exceptional service to our customers across the globe.

Role Summary

As a
German Speaking Premier Helpdesk Team Leader
, you'll lead the daily operations of the Premier Helpdesk, ensuring high-quality support and incident resolution for our key customers. You will coordinate resources, manage service performance, and play a crucial role in maintaining customer satisfaction.

Key Responsibilities

Operational Leadership

  • Coordinate resources to ensure coverage across all support channels (phone, chat, email, web).
  • Own communication, coordination, and escalation of high-impact events in your region.
  • Manage Travel Company's content (market specifics) and guide your team in resolving cases effectively.

Performance & Quality

  • Collaborate with management to ensure KPIs (Service Level, Resolution Rate, Handle Times, etc.) are met.
  • Ensure proper use of systems and adherence to Global Escalation procedures.
  • Provide support across the full Travelport product range (functional and technical).

Incident & Customer Management

  • Oversee omnichannel incident handling, ensuring timely resolution or escalation.
  • Track incidents through the Incident Management System and report updates/resolutions.
  • Identify trends to improve customer satisfaction and promote Travelport self-service options.
  • Ensure all cases are handled promptly, courteously, and within company policy.

Candidate Profile

  • Experience:
    2+ years in a Travel Agency, GDS, or Airline environment, plus 3+ years in team management (remote team management preferred).
  • Technical Skills:
    Strong GDS knowledge (Galileo preferred; experience with Apollo, Worldspan, Sabre, or Amadeus also considered).
  • Language Skills:
    Fluent English; German proficiency is a strong advantage.
  • Soft Skills:
    Collaborative, consultative, empathetic leader with strong relationship-building ability.

Perks & Benefits

  • Work Model:
    Hybrid with global agile working policy.
  • Leave:
    24 working days (increasing to 25 after 5 years of service).
  • Bonus Program:
    5% annual bonus
  • Insurance:
    Medical, life, and accident insurance covered for employees (family coverage available at employee's cost).
  • Business Travel Insurance:
    Global coverage.

Other Benefits:

  • Travel expenses paid (meals reimbursed or per diem)
  • Mobile phone (depending on position)
  • Monthly allowance of 600 RON via benefits platform (meal vouchers, gift cards, language courses, travel discounts, etc.)
  • Work-Life Balance:
    Comprehensive holiday allowance plus Christmas office shutdown.

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