Market Coordinator (m/f/d)

Harvey Nash Group; Berlin; Vor Ort; EUR 42.000 - 65.000; Vollzeit

Zusammenfassung

Harvey Nash Group in Berlin is seeking a Market Coordinator (f/m/d) for our client, a well-known online marketplace in travel. You will support Market Management and Key Accounts, owning host-issues from investigation to resolution.

You will excel at policy knowledge, customer care, and SLA performance, coordinating with stakeholders and driving listing quality improvements across your region. Additionally you will support in-market events, manage stakeholder communications, and maintain a

Qualifikationen

• 4+ years as a Customer Support Representative or Account Management.
• German mother tongue and fluent English.
• Experience handling high value and time sensitive inquiries with strong listening and problem solving.
• Exceptional written and verbal communication abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Proven analytical ability to assess challenges and solve complex issues.
• Skilled at de-escalating conflicts to reach resolutions.
• Proficiency with Salesforce, G-Suite, and Jira.

Aufgaben

• Serve as an additional Host-facing support for the Market Management Team and Key Accounts Team.
• Master and maintain knowledge of company policies and procedures; be expert in Community Support and brand risk topics.
• Provide end-to-end resolution and communication to Hosts with professionalism and clarity.
• Conduct in-depth research to address and resolve Host issues.
• Triage and assign escalation tickets and provide recommendations for resolution.
• Respond promptly to Host inquiries via email, maintaining high service levels.
• Proactively improve listing quality of hosts in your region to boost 5-star bookings.
• Support in-market events for your territory when required.
• Communicate effectively with stakeholders across teams.
• Meet or exceed SLA response times.

Kenntnisse

German (native)

English (Fluent)

Customer support

Problem solving

Communication

Multitasking

Analytical thinking

Tools

Salesforce

G-Suite

Jira

Jobbeschreibung

For our client, a well-known online marketplace for the travel industry, we are looking for a Market Coordinator (f/m/d) in Berlin.

Your tasks:

• Serve as an additional Host-facing support for the Market Management Team and Key Accounts Team
• Master and maintain knowledge of company policies and procedures inside and out, being an expert in Community Support and brand risk topics
• Provide end-to-end resolution and communication to Hosts while maintaining professionalism and clarity
• Conduct in-depth research to address and resolve Host issues
• Triage and assign escalations tickets and provide recommendations for efficient resolution
• Respond promptly and accurately to Host inquiries via email, maintaining a high level of service in a dynamic environment
• Work to proactively improve the listing quality of the hosts in your region as we drive to increase the percentage of 5-star bookings in your markets
• Support In-Market events for your territory, when required
• Effective communication in the context of stakeholders management
• Proven track record of meeting or exceeding SLA response times

Your profile:

• 4+ years as a Customer Support Representative or Account Management
• German mother tongue, fluent English
• Proven expertise in handling high value and time sensitive customer service inquiries with strong active listening and problem-solving skills
• Exceptional written and verbal communication abilities
• Ability to manage multiple priorities and execute tasks efficiently in a fast-paced environment.
• Proven ability to analyse and assess challenges with a track record of solving complex issues
• Skilled at de-escalating conflicts and achieving resolutions, even when outcomes may not meet Host expectations
• Strong analytical skills that will enable you to support your peers, Lead and Market Managers Proficiency in tools like Salesforce, and G-Suite, and Jira (preferred)

For this role the working contract is done through our agency and is fixed on 12 months with option to be extended/take over.