Market Coordinator (m/f/d)

Harvey Nash; Berlin; Vor Ort; EUR 42.000 - 62.000; Vollzeit

Zusammenfassung

Harvey Nash is supporting a well-known online marketplace in recruiting a Market Coordinator (f/m/d) in Berlin. The role focuses on hosting, market management, and key accounts support, ensuring high-quality host relations and policy adherence.

The candidate will use strong communication, problem-solving, and incident-resolution skills to improve listing quality and respond to host inquiries efficiently, while coordinating with stakeholders and events as needed.

Qualifikationen

• 4+ years in customer support or account management.
• German native speaker, fluent English.
• Experience handling high-value, time-sensitive inquiries with active listening and problem-solving skills.
• Excellent written and verbal communication abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong analytical skills to assess challenges and solve complex issues.
• Skilled at de-escalating conflicts and achieving resolutions, even when host expectations aren’t met.
• Proficiency with Salesforce, G-Suite, Jira is preferred.

Aufgaben

• Serve as Host-facing support for the Market Management Team and Key Accounts Team.
• Master and maintain knowledge of company policies and procedures; 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 escalations tickets; provide recommendations for efficient resolution.
• Respond promptly and accurately to Host inquiries via email with high service levels.
• Work to proactively improve host listing quality to boost 5-star bookings in your markets.
• Support In-Market events for your territory when required.
• Effective communication in stakeholder management.
• Proven track record of meeting or exceeding SLA response times.

Kenntnisse

Customer support

Account management

Active listening

Problem solving

Communication

Time management

Analytical skills

Conflict resolution

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.

• 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.