Bilingual (German and English) Customer Support Specialist

Job Description:

● Strong German - English-speaking and written skills.

● Ability to read, interpret and clarify customers’ goals and craft thoughtful responses

● To help them achieve their goals. Always treat customers and one another like we would expect to be treated. Be mindful of one another’s time. Delight customers through outstanding service. Have fun every day. Be adventurous, creative, and open-minded.

● Pursue growth and learning. Embrace and drive change.

● Great problem-solving abilities - assess all options before making a decision

● Exceptional organizational skills

● Attentive and can anticipate the needs of customers

● Has a positive and uplifting attitude including the use of GIFs and emojis in responses

● Build open, truthful, and honest relationships.

● Appreciate the strength each team member brings to the table, and leverage those strengths as a team. Assume positive intent, always.

Actual Responsibilities:

● Offer customer support through various channels, such as phone, email, chat, SMS, and social media.

● Handle "back-office" support, encompassing repetitive and trainable tasks.

● Contribute to the development of training materials, including video recordings and written documentation.

● Demonstrate a high level of adaptability, finding innovative solutions to address issues.

● Assist with check-in and check-out procedures.

● Resolve reservation discrepancies.

● Interact with customers directly.