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