Uncubed

Customer Experience Specialist German

Airbnb, Dublin, Ireland

Who wouldn't want to work here?


Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique travel experiences around the world. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb allows people to Belong Anywhere through unique travel experiences at any price point, in more than 34,000 cities and over 191 countries. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people.

We're looking for brilliant, full-time German speaking/reading/writing customer service professionals to join our team.  If you're quick on your feet, are already an expert in the ins-and-outs of the site, and have exceptional people skills, then we want you on the team. This team will be on the front lines working with our users every day and will partner with our Product team to improve user experience.  

We look forward to hearing from you!

 
Role & Responsibilities
  • Availability for a schedule of 40 hours a week, one that spans weekends and holidays. Shifts may include evening or early morning hours.
  • Displays patience, empathy, a unique ability to manage stress, the ability to work under pressure and adapt to adverse situations.
  • Skilled and efficient in writing and verbal communication.
  • Passionate, active Airbnb user.
  • Provides knowledgeable, friendly and eloquent customer service to the worldwide Airbnb community.
  • Responds professionally to inbound contacts, including urgent situations.
  • Resolves customer challenges by identifying and escalating issues appropriately.
  • Composes thoughtful and accurate messages or customizes prepared responses to customer emails.
 
Requirements
  • Researches and troubleshoots problems using available resources.
  • Mediates situations between guests and hosts.
  • Monitors and controls numerous concurrent tasks in tandem.
  • Proactively and independently works to meet targets and goals by following work flows to understand urgency and importance of assigned tasks.
  • Provides knowledgeable, friendly client service to the worldwide Airbnb community.
  • Responds professionally to inbound contacts, including urgent situations.
  • Resolves customer challenges by identifying and escalating issues appropriately.
  • Composes thoughtful and accurate messages or customizes prepared responses to customer emails.

Bonus Skills:

  • Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies.
  • Familiarity with ticketing systems, prior experience with Lantern a bonus.
  • Mediation skills; Actively work with uses to identify best solution.
  • Experience with policy work, or help resource project management.
  • Previous, demonstrable experience with creation of online help resources.

About Airbnb

Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique accommodations around the world — online or from a mobile phone. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb connects people to unique travel experiences, at any price point, in more than 33,000 cities and 192 countries. 

Want to learn more about Airbnb? Visit https://www.airbnb.com/