German Call Center
Egypt · Hybrid · Mid management · Language: English
About the role
We are looking for a mid-level German-speaking call center agent to support guests and customers of a hospitality business, working on a hybrid basis in Egypt. You will handle inbound and outbound calls in German, helping callers with enquiries, bookings and service requests. Key responsibilities: • Answer inbound calls and make outbound calls in German, providing clear, friendly and professional support • Handle guest enquiries about reservations, availability, services and facilities • Create, modify and cancel bookings accurately using the company's reservation and CRM systems • Resolve complaints and escalate complex issues to the relevant team when needed • Record call details, guest requests and outcomes accurately and promptly • Follow company service standards, scripts and data protection requirements • Meet agreed quality, productivity and customer satisfaction targets • Share feedback on recurring guest issues to help improve service
Requirements
Must-have: • Fluent spoken and written German (around B2 level or higher) • Good working English • Previous experience in a call center or customer service role, typically 2 or more years • Excellent communication and active listening skills over the phone • Comfortable using computer systems, CRM tools and typing accurately while on a call • Ability to stay calm and professional with upset or demanding callers • Reliable internet connection and a suitable workspace for the home-based part of the hybrid schedule • Willingness to work scheduled shifts as required by the role Nice-to-have: • Previous experience in hospitality, travel or tourism customer service • Experience with hotel reservation or booking systems • Experience handling upselling or reservation sales calls • Knowledge of Arabic • Experience mentoring or supporting newer team members