Your responsibilities

• Comply with the company’s policies and procedures to meet statutory, quality and business requirements within the overall strategy and objectives
• Responsible for dealing with all customer enquiries ensuring the highest levels of service are provided to Customers
• Answer inbound calls and emails within guidelines/goals established by the client and contact center management
• Complete daily tasks as allocated in an efficient and timely manner
• Maintain accuracy and security of customer information on the database
• Provide friendly and efficient service to the worldwide Airbnb community
• Be a first point of contact to handle and resolve customer issues
• Identify and escalate issues appropriately
• Compose thoughtful and accurate messages or customize prepared responses to customer emails
• Research information and troubleshoot problems using available resources
• Arbitrate in situations between users
• Monitor and control numerous concurrent tasks in tandem
• Proactively and independently work to meet targets and goals

Our requirements

• Preferable college degree or related work experience
• German native/ advanced level
• English advanced level
• Previous experience in customer services
• Computer literate
• Excellent listening and written/oral communication skills in supported languages
• A motivated and enthusiastic personality
• Self-organized, planning and prioritization skills
• Patience, empathy, and a unique ability to manage stress
• Ability to work under pressure and adapt quickly to adverse situations
• Technical aptitude and the ability to pick up new technology quickly
• Able to follow guidelines and instructions
• Ability to keep calm and clear-headed in critical situations
• Ability to demonstrate confidence when imparting information or dealing with troubled callers
• Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies
• Familiarity with ticketing systems
• An element of gravitas
• Experience with policy work, or help resource project management
• Previous, demonstrable experience with creation of online help resources
• Life experience to apply to managing situations
• Early adopter of technology
• Ability to put callers at ease
• Makes the customers feel confident that their needs are being met
• Dependable, reliable and able to perform duties with minimum supervision
• Ability to interact positively with peers and supervisors

What we offer

• Onsite position.

• Full time and Part time options.

• Attractive salary

• Retention bonus once every 6 months.

• Retention bonus after one year of employment.

• Up to 5% performance bonus per month.

• Rotational working hours between 7 am to 9 pm, 5 days per week.

• No relocation package.

• Multicultural work environment.