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• 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
• 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
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, youll be the first point of contact for guests and hosts, helping to create memorable travel experiences through thoughtful, solution-oriented support. Whether its resolving booking issues or guiding users through the platform, your empathy and communication skills will make a real difference. If youre ready to bring your language talents and customer-first mindset to a global brand, we’d love to hear from you.