- Support hoteliers by providing professional, personalized responses to their questions via email, phone, and online forums.
- Deliver a world-class customer experience by listening closely, responding actively to their needs, and going the extra mile to anticipate future ones.
- Assess questions and escalate to internal teams when needed through predefined processes and channels. Follow up until resolved.
- Achieve daily and weekly engagement targets, with customer satisfaction and retention as the ultimate goal.
- Collaborate closely with our Implementation team to ensure a seamless transition of customer accounts to support.
- Acknowledge dissatisfaction from hoteliers and show utmost care in your interactions, aiming to retain and convert them into brand ambassadors.
- Recognize signs that customers may be considering leaving and work with internal teams to prioritize and resolve their issues.
- Fluent command of German & English (C1/C2)
- Minimum 2 years of experience in a service-oriented, technical, or customer-facing role
- Excellent interpersonal skills; consistently friendly and responsive toward both customers and colleagues
- Technical proficiency in using various systems (training provided)
- Experience in the hotel sector (front desk/reservations) and/or hospitality
- Free lunch on Fridays
- Work with a Mac - equipment provided
- Team-based performance bonus
- Formal training budget
- Annual hotel experience
€2500.00 - €2800.00 monthly