Customer Service Representative (Casablanca - English/French/Arabic)

Job description

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.” By enabling seamless connectivity between hotels, OTAs, fintechs, super-apps, and businesses, some of which are entering the travel market for the first time, Nuitée empowers companies to deliver reliable travel products effortlessly. Our robust platform simplifies complex supplier networks, offering direct access to hotel inventory with better pricing, coverage, and technology. With teams across the globe, including hubs in London, New York, San Francisco, Palma de Mallorca and Casablanca, Nuitée has grown into a global infrastructure provider trusted by industry leaders like Hopper, Priceline, Google, and Uber. Now backed by leading VCs and world-class investors including leaders from Booking.com , Stripe, and Shopify, Nuitée is positioned to redefine the B2B travel market, streamline operations for hotels, and enable new applications through cutting-edge APIs. Nuitée is at the forefront of a revolution—delivering AI-powered, smarter, and more personalized travel experiences for a new era. 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. 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 an