Customer Service Representative

About the Company

At Nuitée, we are building the API backbone for the global travel industry. Founded in 2017, Nuitée is on a mission to transform a fragmented travel ecosystem with simple, scalable, and API-first infrastructure—think “Stripe for Travel.”

Responsibilities

• Handle emergency and urgent customer inquiries via phone, email, and chat
• Resolve escalated issues and provide timely, effective solutions
• Coordinate with internal teams, hotels, and partners to address travel disruptions
• Maintain accurate records and documentation of incidents and resolutions
• Monitor and track emergency cases to ensure resolution within SLA
• Contribute to process improvements for the Emergency Team
• Support junior team members and provide guidance during high-pressure situations

Requirements

• 3 years of experience in customer service, preferably in travel (hotels or airlines)
• Fluent in English and business-level Arabic and French
• Strong problem-solving and decision-making skills under pressure
• Excellent communication and interpersonal abilities
• Proficient with Microsoft Office and customer service tools
• Ability to multitask in a fast-paced, high-stress environment
• Detail-oriented and highly organized
• Experience handling escalations and urgent cases
• Flexibility to work in shifts