Senior Specialist, Premium Support (German)
60000 - 70000 EUR per year
Company:Airbnb
Location:Ireland
Languages:English, German
Seniority level:Senior, 5+ years
Experience:5+ years
Skills:
Mac OS XMicrosoft Office SuiteCommunication SkillsAnalytical SkillsProblem SolvingCustomer serviceMentoringNegotiationAttention to detailOrganizational skillsWritten communicationMultitaskingInterpersonal skillsAdaptabilityRelationship buildingCritical thinkingEmpathyActive listeningCRM
Requirements:
5+ years of experience in multicultural customer service teams. Experience making calls and handling customer/client contacts. Proficiency in English and German, spoken and written. World-class interpersonal and communication skills. Excellent organizational skills, including prioritization and multitasking. Ability to thrive in ambiguous, fast-paced environments. Advanced computer skills including Apple/Mac OS, Google Suite, and CRM familiarity.
Responsibilities:
Provide end-to-end support to key community members with reservation issues. Handle severe and urgent cases. Negotiate and mediate between Hosts and Guests. Manage sensitive cases with Legal and other departments. Provide insights for continuous improvement. Be on-call for emergency situations.
