As one of the leading organizers of adventure and study tours, we have been offering our discerning guests cultural and individual access to the respective host country for over 45 years. We focus on quality for our customers’ best days and are committed to sustainable tourism.

Our highly esteemed quality management team is on hand to provide our customers with advice and support in the event of unexpected challenges during their trip.

Tourist
Quality Management Specialist (m/f/d)

WHAT YOU CAN EXPECT

• Independent processing, support and handling of customer feedback and complaints
• Processing challenging, complex and legally sensitive complaint cases, taking into account travel law (in particular package travel law)
• Actively maintaining customer contact after complaints with the aim of customer loyalty and avoiding negative reviews (e.g. Trustpilot, Google)
• Analysis of complaints and identification of causes, trends and optimization potential
• Preparation of evaluations and reports for the continuous improvement of service and product quality
• Participation in the optimization of internal processes in complaint management

WHAT YOU CAN LOOK FORWARD TO

• A collegial and friendly environment with an informal culture
• Mobile working by arrangement (hybrid)
• Discounted participation in our trips
• Attractive employee discounts for third-party tourism services (e.g. flight, hotel, rental car, etc.)
• extra annual leave entitlement
• Vacation and Christmas bonus
• Special leave days for special private events
• Flexible working time models
• Job ticket
• Company bicycle
• Fresh fruit and vegetables every week
• Mobile massage
• Comprehensive and individual training opportunities/programs
• Lounge with free WLAN and roof-top sun terrace
• Work where others go on vacation: Kiel and its surroundings have a lot to offer – not only water sports enthusiasts get their money’s worth

WHAT WE ARE LOOKING FOR

• Have you completed commercial training, ideally in the tourism sector, or have you completed training as a legal and notary assistant?
• You already have 5-7 years of professional experience in complaints or customer service, ideally with a tour operator?
• Do you have a sound knowledge of tourism and package travel law?
• Do you have experience with refunds, compensation and goodwill?
• Do you enjoy using your excellent written and spoken German and English skills?
• Are you confident in using IT systems?
• Do you have a high level of personal responsibility, reliability and discretion with sensitive customer data?
• Do you have a strong customer and service orientation?
• Are you willing to further your education, especially in legal/industry-specific topics?

Then we look forward to hearing from YOU!

We look forward to receiving your application, stating your salary expectations and the earliest possible starting date.

We encourage people with disabilities to apply.

We are happy to help with any questions!

Gebeco GmbH & Co KG ∙ Holzkoppelweg 19 ∙ 24118 Kiel ∙ Ms. Annika Hilbert ∙ Phone +4943154460