Guest experience Agent: Night shifts - Part time & Full time (m/f/d)

Berlin

Guest Experience

part-time

Your mission

  •  Tend to guest`s requests in an efficient, friendly and competent way via email, phone and direct chat, ensuring guest satisfaction at all times
  • Handle different kinds of inquiries, including technical inquiries, room allocation, guest feedback, report of issues, monitoring of our homepage and profile on various booking platforms
  • Communicate technical issues, reports, guest inquiries to the relevant departments
  • Handle the follow-up support process
  • Assist with the continuous improvement of internal processes
  • Be flexible enough to work from a home office and available for night shifts and weekend night shifts including:
  • Be on-call between 23:00-08:00
  • Resolve inquiries received over the phone- only
  • particularly emergency technical inquiries (work with the PIN code system when guests check-in out of normal business hours, or when guests make a last-minute reservation and they need to receive check-in info)
  • Forward all other requests to the morning shift 
  • Write a report of the requests received during the night shift

Your profile

Secondary studies and professional studies, ideally oriented to Business or Hospitality
Proven track record of customer/guest service skills in a fast-paced work environment, ideally in a customer-facing or hospitality setting
Experience in handling and resolving and escalations difficult customer issues effectively and with empathy
Outstanding verbal communications & presentation skills
Ability to work under pressure, well organized and hardworking
Excellent German and English are required, both at least C1 level (Spanish speaker preferred but not a must)
(Remote work is possible)

Why us?

Competitive salary and compensation
Strong founding team with an exceptional track record
A young, professional and passionate team
Agile and open environment, flat hierarchies
Rapidly growing early-stage startup with huge potential for personal & career growth
Powerful financial backing from renowned Tech-Investors
Work from home flexibility
We equip your home office, for your best efficiency
Subsidies: Travel cheap on trains across Germany thanks to Travel Industry Card (DRV)
Gain efficiency, productivity and sleep well: Free calm subscription - peace of mind for your brain
Experience our product: Stay in our locations and feel the product
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Germany

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