Market Coordinator 12 Months - Fixed Term Contract

Airbnb; Paris; Sur place; EUR 30 000 - 60 000; Plein temps

Résumé du poste

Ein innovatives Unternehmen sucht einen Market Coordinator, der das Field Team und Key Accounts Team unterstützt. Diese Rolle ist entscheidend für die Bearbeitung von Host-Anfragen und die Sicherstellung einer hohen Zufriedenheit. Sie werden als Bindeglied zwischen Hosts und internen Teams agieren, um Probleme schnell zu lösen und einen hervorragenden Service zu bieten. Diese Position erfordert sowohl selbstständiges Problemlösen als auch Teamarbeit und ist entscheidend für die Schaffung einer effizienten und unterstützenden Hosting-Umgebung. Wenn Sie eine Leidenschaft für Kundenservice haben und in einem dynamischen Umfeld arbeiten möchten, ist dies die perfekte Gelegenheit für Sie.

Qualifications

• Mindestens 2 Jahre Erfahrung im Kundenservice oder Account Management.
• Erfahrung in der Gastgewerbe-/Reisebranche von Vorteil.

Responsabilités

• Servieren Sie als Unterstützung für das Market Management Team und Key Accounts Team.
• Lösen Sie Host-Anfragen und eskalierte Tickets effizient.

Connaissances

Kundenservice

Aktives Zuhören

Problemlösungsfähigkeiten

Schriftliche Kommunikation

Verbal Kommunikation

Analytische Fähigkeiten

Konfliktlösung

Multitasking

Formation

2+ Jahre Erfahrung im Kundenservice oder Account Management

Erfahrung in der Gastgewerbe-/Reisebranche

Outils

Salesforce

G-Suite

Jira

Description du poste

Market Coordinator (12 Months - Fixed Term Contract)

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join

The Market Coordinator plays a pivotal role in supporting Airbnb’s Field Team and Key Accounts Team by managing high value Host-related inquiries and escalations in the FR-Benelux Region.

The Difference You Will Make

Acting as a critical liaison between Hosts and internal teams, the Market Coordinator ensures timely resolution of issues while delivering exceptional service. You support the Market Management Field Teams by sharing your ideas and recommendations and by building good relationships with those you work with, both inside and outside of your team.

The ultimate aim of the Market Coordinator role is to streamline processes, enhance Host satisfaction, and allow Market Managers to dedicate more time to strategic revenue-focused initiatives. This role provides a balance of independent problem-solving and collaborative teamwork, making it integral to Airbnb’s mission of creating an efficient, supportive, and proactive hosting environment.

The role is based in Paris (hybrid set-up).

A Typical Day

• 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 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 Expertise

• 2+ years as a Customer Support Representative or Account Management
• Experience within the hospitality/travel industry experience (nice to have)
• 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 analyze 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)
• Strong attention to detail and organizational skills

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.