Junior Guest Experience Nightshift Agent - German / English (m/f/d)

Berlin

*Guest Experience

full-time

About numa

Bring some soul to travel. Whether you’re on a weekend trip or looking to work from anywhere, numa’s got you covered. Our apartments are located in the most exciting neighbourhoods and cities, with an emphasis on consistent quality, inspiring design and local heritage. Together with powerful in-house technology, we’re creating a digital guest journey to disrupt the traditional hospitality industry. Let’s create the next generation of travel.

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, Italian or French is a plus)
(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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