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
- Fluent German (minimum C1 level)
- English advanced level (minimum B2 level)
Experience Target
- Previous customer service experience will be an advantage
- Good computer skills
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
Job Details
- Project: Airbnb
- Location: On-site work from our office in Gdańsk (Leona Droszyńskiego 24, 80-381 Gdańsk)
- Employment type: Employment contract (following completion of occupational health examination)
- Salary: 49 PLN gross per hour
- Schedule: Full-time, 5 days per week (Monday to Sunday) with 8-hour shifts between 8 am -11pm
- Training: 8hours/day; 10 weeks; Monday- Friday 9am-5pm, paid
Benefits
On 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.
- Multicultural work environment.
Possible additional benefits and bonuses (All benefits and bonuses are subject to terms and conditions and depend on the type of contract):
- Relocation package 5500 PLN gross
- Medicover healthcare package
- Attendance bonus – up to 3000 PLN gross
- Monthly performance bonus – maximum 400 PLN gross. 100 PLN gross for each achieved KPI
- Multisport card
- Contribution towards corrective glasses
- Psychological support
- Holiday subsidy through the “Wczasy pod gruszą” program