Customer Service Executive

We’re looking for a highly motivated Customer Service Executive  to join our team in Warsaw. 

About us

Secret Escapes is one of the world’s leading members-only, online travel deals companies, offering inspiring travel experiences and hand-picked offers to over 60 million members worldwide. Operating in 10 countries across Europe, Secret Escapes continues to grow and establish itself as a world-class business, dedicated to giving our members the best range and value in luxury travel deals at low prices. Since 2014 we shape a group together with Travelist.pl– Poland’s largest portal combining the functions of a booking service and an inspiring travel magazine. 

We operate a hybrid working model where colleagues come into the office 2-3 days a week. We also offer flexible working with core hours between 10 am to 4 pm, and you have the freedom to schedule the remaining hours to suit your routine. As an inspiring travel brand, we also provide a “Work From Anywhere” scheme giving you the opportunity to work from anywhere in the world. This benefit is designed both to feed our travel passion and support parents and carers, especially during school holidays.

We’re a diverse and inclusive bunch of individuals from different backgrounds and with varied interests, but the one thing we all have in common is that we’re good people (even if we do say so ourselves!). 

The Role:

As Customer Service Executive, you will be responsible for handling contacts from our members via calls, emails and chat, ensuring that enquiries are handled in a professional manner with an exceptional level of customer service. 

Things You’ll Be Working On

• Collaborating with internal teams (Finance, Legal, Operations, Editorial, Travel Admin) and external suppliers/trade partners to improve service efficiency.

• Resolving escalated customer issues and providing timely feedback to the team to enhance service delivery.

• Managing customer booking changes (e.g., overbookings, schedule adjustments) with clear and proactive communication.

• Investigating and resolving customer complaints, including handling compensation claims.

• Addressing high-level escalations, such as personal injury cases, legal claims, and executive complaints.

• Supporting the Travel Admin team with flight-related details and managing multiple booking systems.

• Handling crisis situations by running reports, informing stakeholders, and providing effective resolutions.

• Performing general administrative tasks and taking full ownership of assigned responsibilities.

You will bring:

• Previous experience in a similar role, ideally within the travel industry.

• A proven ability to resolve escalations, conduct root cause analysis, and implement preventive measures.

• Strong communication skills (both verbal and written) with exceptional organisational capabilities.

• Ability to work independently, make confident decisions, and deliver solutions in a fast-paced environment.

• Proficiency in English (German language skills are a plus but not mandatory).

• Commercially aware and solution-focused, with a proactive and adaptable approach.

And you are:

• Detail-oriented with a commitment to resolving cases thoroughly.

• Confident in making decisions and taking ownership of issues.

• A strong communicator, able to interact effectively with both management and members.

• Task-oriented with excellent administrative skills.

• Adaptable and commercially minded, thriving in a collaborative team environment.

We are an equal opportunity employer

Diversity and inclusion are important to us at Secret Escapes and we encourage a culture where everyone can be themselves at work. We value and actively seek out a richly diverse range of talent and our policies ensure that every job application and employee is treated fairly, with equal opportunity to succeed. All applicants will be considered for employment without regard to any characteristic protected by law

We love building diverse teams and welcome applications from talent across the globe. However, for this specific position, we are unable to sponsor work permits in Poland. We strongly encourage you to apply if:

• You already hold the legal right to work in Poland.

• You are eligible to secure your own independent right to work (e.g. through a non employer sponsored visa or residence title)

If you need to explore independent visa routes, we recommend checking the official website of the Polish Office for Foreigners or your local Polish Consulate for the most accurate, up to date information.