European Customer Service Specialist

Are you a confident communicator who enjoys helping people and solving problems? We are looking for a European Customer Service Specialist to support our travel customers and help ensure their journeys run smoothly.

Based in Budapest and working remotely, you will provide customer support in Mandarin and English, manage travel-related requests and incidents, and coordinate with our China-based operations teams, suppliers, and sales colleagues. This role suits someone who stays calm under pressure, takes ownership of customer cases, and enjoys working in an international environment.

Your responsibilities

Provide frontline customer support

Be the first point of contact for customers, responding to inquiries, itinerary changes, special requests, and complaints. Deliver clear, professional, and empathetic support in Mandarin and English through phone calls, emails, instant messaging, and our ticketing system.

Respond to travel incidents and urgent requests

Handle unexpected situations, including supplier disruptions, service issues, and urgent itinerary changes. Assess the situation, gather accurate information, and take appropriate action within established procedures and your authorization level. Escalate complex or critical cases promptly.

Manage cases through to resolution

Create and maintain accurate case records, monitor progress, and follow up with the relevant parties. Keep customers informed and ensure each case receives a timely response, an appropriate resolution, and proper closure.

Coordinate across teams and suppliers

Work closely with China-based operations teams, European and other overseas suppliers, and sales colleagues to resolve customer issues. Communicate priorities clearly and ensure effective handovers between teams and shifts.

Support service improvement

Document customer feedback, recurring problems, and significant incidents. Share insights and practical suggestions to improve customer service, internal processes, and the overall travel experience.

What you bring

• Native-level or equivalent Mandarin Chinese proficiency, with the ability to support customers confidently in both spoken and written communication.
• Strong spoken and written English, enabling you to handle customer calls, emails, and day-to-day communication independently.
• A customer-focused approach, with patience, empathy, and a professional manner when handling complaints or sensitive situations.
• Strong problem-solving skills and the ability to assess urgent situations, identify key information, and take appropriate action.
• The ability to remain calm, communicate clearly, and prioritize effectively under pressure.
• Strong coordination skills and the ability to collaborate with customers, colleagues, and external suppliers across different time zones.
• Good organizational skills, attention to detail, and a sense of ownership when managing cases and follow-up tasks.
• Confidence learning new systems, travel processes, and escalation procedures.
• Flexibility to work an assigned shift schedule, including evenings, rotating weekends, and public holidays.

Experience that would be an advantage

• Experience in customer service, travel operations, a travel agency, a destination management company (DMC), hospitality, transportation, or another travel-related business.
• Experience handling travel disruptions, urgent customer requests, or complaint resolution.
• Experience supporting customers in European time zones or collaborating with international teams.
• Familiarity with ticketing, CRM, or contact centre systems.
• Additional European language skills, particularly Hungarian, German, or French.

Location and working arrangements

This is a remote role based in Budapest, Hungary.

Customer service coverage is primarily required from the afternoon through the evening in European time zones. You will work according to an assigned rota, with weekend and public holiday shifts shared on a rotational basis. Flexibility for occasional changes to shift times and reasonable overtime may be required to meet operational needs.