German Customer Service Representative | Tourism Industry

Description: Are you fluent in German and passionate about delivering exceptional customer experiences? Join our dynamic team in Gdańsk, Poland, as a Customer Service Specialist supporting Airbnb users. In this role, you'll be the first point of contact for guests and hosts, helping to create memorable travel experiences through thoughtful, solution-oriented support. Whether it's resolving booking issues or guiding users through the platform, your empathy and communication skills will make a real difference. If you're ready to bring your language talents and customer-first mindset to a global brand, we’d love to hear from you.

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

Requirements: Education

- Preferable college degree or related work experience

Languages proficiency

- German native/ advanced level;

- English advanced level

Experience Target

- Previous experience in customer services

- Computer literate

Skills:

- 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/Abilities:

- 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

Offer:

- On-site 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.

- Relocation package.

- Multicultural work environment.