Seasoned German‑Fluent Customer Experience & Upselling Specialist – Global Hospitality Innovator with Remote & On‑Site Flexibility, Accelerated Career Growth at brighthush

Welcome to brighthush – The Future of Hospitality Experience

At brighthush, we’re more than a hospitality brand; we’re a global movement that redefines how travelers connect with service. With a presence in over 30 countries, we blend cutting‑edge technology with a human‑centric philosophy to deliver support that feels personal, swift, and unforgettable. Our portfolio spans award‑winning hotels, boutique stays, and seamless travel solutions, all unified by a single mission: to create unforgettable moments for every customer, every time.

Why brighthush is a Game‑Changer in Hospitality

In an industry where the customer experience can make or break a brand, brighthush has carved a niche by combining data‑driven insights with genuine empathy. We invest heavily in AI‑powered chatbots that anticipate guest needs, while our human agents—like you—bring the warmth and nuance that only a person can provide. This hybrid approach has earned us recognition in Hospitality Technology Awards and a loyal base of repeat travelers who trust us to deliver flawless service.

About the Role: German‑Fluent Customer Experience Champion & Upselling Expert

As the frontline champion of our guests, you’ll be the voice that turns a simple query into a memorable experience. Your day‑to‑day tasks will include:

• Customer Interaction Excellence: Handle inbound calls, emails, and live chat from German‑speaking guests, ensuring each query is resolved with professionalism, empathy, and accuracy.
• Brand Ambassador: Embody the brighthush values—service, integrity, innovation—in every conversation, reinforcing our reputation for outstanding customer care.
• Product & Policy Mastery: Stay up‑to‑date on all product lines, terms & conditions, and legal obligations to provide precise information and guidance.
• Compliance & Data Security: Adhere strictly to corporate policies on privacy, data protection, and security protocols, safeguarding our guests’ sensitive information.
• Upselling & Cross‑Selling: Identify opportunities to recommend relevant upgrades, add‑ons, or partner services using proven sales techniques, driving revenue growth.
• Continuous Improvement: Participate in regular training, share best practices, and contribute to process enhancements that elevate service quality.
• Team Collaboration: Work closely with Operations, Sales, and Technical teams to resolve escalated issues and improve overall service delivery.
• Performance Metrics: Meet or exceed key performance indicators such as average handling time, first‑contact resolution, and customer satisfaction scores.

A Day in the Life of a German‑Fluent Advisor

Imagine starting your shift with a quick team huddle, reviewing the latest updates on new hotel partnerships and seasonal promotions. You then dive into a mix of live chat, email, and phone interactions, each conversation a chance to turn a simple query into a memorable experience. Mid‑shift, you’ll attend a brief training module on the newest AI tool that predicts guest preferences, then apply that knowledge in real time to upsell a premium lounge package. Your day ends with a debrief, where you share insights with your manager and set goals for the next shift.

Essential Qualifications – What We Expect

• Fluent in German (written and spoken) with a strong command of English.
• High school diploma or equivalent; a bachelor’s degree in Business, Hospitality, or a related field is a plus.
• Prior experience in a call center or customer‑service role, preferably within the hospitality or travel industry.
• Demonstrated ability to communicate clearly, listen actively, and respond with empathy.
• Strong problem‑solving skills and the capacity to handle multiple tasks in a dynamic environment.
• Proficiency with CRM systems, ticketing software, and brighthush Office Suite.
• Positive, customer‑centric attitude—always ready to smile, be polite, and listen without interruption.

Preferred Qualifications – Bonus Points

• Experience with upselling or cross‑selling in a service‑oriented setting.
• Knowledge of hospitality industry standards, booking platforms, and travel regulations.
• Multilingual abilities beyond German and English.
• Previous exposure to remote work tools and virtual collaboration platforms.

Core Skills & Competencies – The DNA of Success

• Communication: Exceptional verbal and written communication in German and English.
• Customer Focus: A genuine passion for helping others and a commitment to exceeding expectations.
• Adaptability: Ability to thrive in a fast‑changing environment and pivot quickly between tasks.
• Technical Proficiency: Comfortable navigating multiple software applications and troubleshooting basic technical issues.
• Team Player: Collaborative mindset with a willingness to support colleagues and share knowledge.
• Analytical Thinking: Strong attention to detail and the capacity to analyze data to improve service delivery.

Career Growth & Learning Opportunities – Your Path Forward

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Service Advisor, you’ll have access to:

• Structured onboarding and continuous learning programs, including product knowledge, sales techniques, and advanced customer‑service methodologies.
• Mentorship from senior advisors and cross‑functional leaders.
• Internal mobility into roles such as Team Lead, Operations Manager, or Product Specialist.
• Regular performance reviews and personalized development plans.
• Opportunities to attend industry conferences, webinars, and workshops.
• Access to a dedicated learning portal with courses on communication, sales, and technology.

Work Environment & Culture – Where You’ll Thrive

Our culture is built on transparency, collaboration, and a relentless focus on customer delight. You’ll experience:

• A supportive, inclusive workplace that values diversity and encourages open dialogue.
• Flexible working hours (8 AM – 6 PM) with the option to work from home or at one of our state‑of‑the‑art offices.
• Regular team events, wellness initiatives, and community outreach programs.
• A culture of recognition—both formal awards and spontaneous shout‑outs for exceptional service.
• Access to cutting‑edge technology and tools that empower you to deliver top‑tier support.
• Monthly “Innovation Fridays” where team members can pitch new ideas to improve customer experience.

Compensation, Perks & Benefits – We Value Your Contribution

While specific figures vary by location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with experience and market rates.
• Performance‑based bonuses and sales incentives.
• Comprehensive health coverage, including private medical insurance.
• Social security contributions and retirement savings plan.
• Paid time off, public holidays, and flexible leave policies.
• Transportation allowance or reimbursement for commuting during peak hours.
• Employee assistance program and mental health resources.
• Access to a company‑run social club and networking events.
• Annual wellness stipend for gym memberships, meditation apps, or other self‑care activities.

Our Commitment to Sustainability

brighthush is dedicated to reducing its environmental footprint. We partner with eco‑friendly hotels, promote digital check‑ins, and implement energy‑saving protocols across all properties. As a member of our team, you’ll help us communicate these initiatives to guests, reinforcing our brand’s commitment to responsible travel.

Diversity & Inclusion at brighthush

We celebrate the richness that diverse perspectives bring to our global community. From multilingual support to inclusive hiring practices, we ensure every voice is heard and valued. Our Employee Resource Groups provide safe spaces for underrepresented groups to connect, share experiences, and drive change.

Technology Stack & Tools

To empower you, we provide a suite of tools that streamline your workflow:

• CRM platform with real‑time analytics.
• AI‑powered chat and voice assistants.
• Collaboration suite (video, chat, file sharing).
• Learning management system with micro‑learning modules.
• Performance dashboard for real‑time KPI tracking.

Performance Metrics & KPIs

Success at brighthush is measured by both quantitative and qualitative indicators:

• Average Handling Time (AHT) – aim for under 4 minutes.
• First‑Contact Resolution (FCR) – target above 90%.
• Customer Satisfaction Score (CSAT) – maintain a score of 4.5/5 or higher.
• Upsell Conversion Rate – exceed the team average of 15%.
• Net Promoter Score (NPS) – contribute to a company NPS of +70.

Team Structure & Collaboration

Our Customer Service team is organized into regional hubs, each led by a Team Lead who reports to the Global Operations Manager. Cross‑functional collaboration is encouraged through weekly syncs with Sales, Technical Support, and Product Development, ensuring a seamless guest journey from booking to post‑stay follow‑up.

Onboarding Journey

From day one, you’ll experience a structured onboarding program that blends classroom learning, shadowing, and hands‑on practice. You’ll receive a mentorship pairing, weekly check‑ins, and a personalized learning roadmap that aligns with your career aspirations.

Learning & Development

We believe continuous learning fuels innovation. Our Learning Portal offers:

• Micro‑learning courses on communication, sales, and technology.
• Certification programs in hospitality standards.
• Leadership development tracks for aspiring managers.
• Quarterly hackathons to prototype new customer‑centric solutions.

Employee Testimonials

Maria, German‑Fluent Advisor (Berlin): “Working at brighthush has given me the chance to grow my sales skills while still focusing on customer care. The support from my manager and the learning resources are top‑notch.”

Jonas, Team Lead (Munich): “I love the culture of innovation. Every Friday we pitch ideas, and many of them become real projects. It’s rewarding to see my team’s work directly impact guest satisfaction.”

FAQs

• What is the typical work schedule? We offer flexible hours from 8 AM to 6 PM, with options for remote or office work.
• Is remote work fully supported? Yes, we provide all necessary tools and a stipend for home‑office setup.
• What growth opportunities exist? From Advisor to Team Lead, Operations Manager, or Product Specialist, we have clear pathways and mentorship programs.
• How does brighthush support professional development? We offer a dedicated learning portal, mentorship, and funding for industry certifications.

How to Apply – Take the Next Step

Ready to make a difference in the world of hospitality and travel? Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. We’re excited to learn how your skills and passion align with our mission at brighthush.

To apply, click the button below and complete the application process. We look forward to welcoming you to our team!