Customer Service Representative

Help Travelers When They Need It Most. Customer Service Representative 📍 Casablanca, Morocco | On-site | Full-time Most customer service roles are about answering questions. This one is about taking ownership. At Nuitée, our Customer Service team helps customers and travel partners navigate booking questions, unexpected changes, complaints, and time-sensitive issues. You’ll communicate across phone, email, and ticketing channels, work with hotels and internal teams, and stay close to each case until the customer has a clear answer. If you’re calm under pressure, communicate confidently in French, Arabic, and English, and genuinely enjoy helping people, you’ll feel at home here. About Nuitée At Nuitée, we’re building the API backbone for the global travel industry. Founded in 2017, our mission is to simplify one of the world’s most fragmented industries through API-first infrastructure. Our platform connects hotels, OTAs, fintechs, super-apps, and travel businesses, enabling them to build and scale travel products through a single technology layer. Since 2022, we’ve grown more than 10x, raised a $48M Series A led by Accel, and continue expanding globally. As our customer base grows, we’re strengthening our Customer Service team in Casablanca to support customers and partners around the world. What you’ll be doing As a Customer Service Representative, you’ll help customers and partners find the right answer and move their cases forward. You’ll: Handle customer and partner enquiries through phone, email, and ticketing channels. Listen carefully, understand the issue, and provide accurate information. Manage inbound and outbound communications. Investigate booking-related concerns, complaints, and disputes. Coordinate with hotels, partners, and internal teams to find solutions. Keep customers informed while their cases are being investigated. Maintain clear and accurate records of every interaction. Escalate complex cases while continuing to take ownership of the customer experience. Share recurring issues and ideas that could improve our tools and processes. Why this role is different This isn’t a traditional call-centre role where success is measured only by how quickly you finish a conversation. You’ll be part of an international travel technology company where every case may involve different partners, systems, and circumstances. You’ll need to listen, investigate, collaborate, and communicate clearly. The objective isn’t simply to close a ticket—it’s to help the customer reach the right outcome. The kind of problems you’ll solve A customer contacts us because the information on their booking doesn’t match what the hotel has received. What needs to be checked, who needs to be contacted, and how do you keep the customer informed? A customer is frustrated because their issue has not yet been resolved. How do you acknowledge their concern, regain their confidence, and move the case forward? You notice that several customers are contacting us about the same problem. Is it a communication issue, a process gap, or something that needs to be escalated to another team? We’re looking for someone who Has 1–2 years of experience in customer service or a similar customer-facing role. Communicates confidently in French, Arabic, and English. Listens carefully and communicates with empathy and professionalism. Stays calm when handling complaints or time-sensitive situations. Takes ownership and follows through until a case is resolved. Has strong problem-solving and analytical skills. Is comfortable working across different systems and learning new tools. Has good data-entry, typing, and general computer skills. Is detail-oriented and able to manage several priorities. Is open to rotating day, night, weekend, and public-holiday shifts. Can work from our Casablanca office. Experience in travel, hospitality, B2B customer support, or platforms such as Zendesk is a plus, but it isn’t essential. Ready to join us? If you’re looking for a customer service role where empathy, judgment, and ownership genuinely matter, and where you can grow within an international travel technology company, we’d love to meet you