German Customer Service Representative | Tourism Industry - Gdańsk

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

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

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