German Customer Service Representative | Tourism Industry - Gdańsk

speakit; Województwo pomorskie; On-site; PLN 30,000 - 120,000; Full time

Job summary

A customer service company in Gdańsk is seeking a Customer Service Specialist fluent in German to support Airbnb users. You will manage customer inquiries, ensuring exceptional service and satisfaction. The ideal candidate has previous customer service experience and excellent communication skills. This is an onsite position offering full-time and part-time options with competitive salary and retention bonuses.

Benefits

Attractive salary

Retention bonus every 6 months

Up to 5% performance bonus per month

Multicultural work environment

Qualifications

• Previous experience in customer services.
• Computer literate.
• Ability to manage stress and work under pressure.

Responsibilities

• Handle and resolve customer enquiries.
• Provide friendly and efficient service to the worldwide Airbnb community.
• Maintain accuracy and security of customer information.

Skills

Fluent in German

Excellent communication skills

Patience and empathy

Self-organized

Technical aptitude

Education

Preferable college degree or related work experience

Tools

Ticketing systems

Job description

Overview

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

• German native/ advanced level;
• English advanced level

Experience Target

• Previous experience in customer services
• Computer literate

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

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.
• No relocation package.
• Multicultural work environment.