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Market Coordinator (contract)

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Airbnb

2mo ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Sales & Business Development
  • Berlin

AI generated summary

  • You need 4+ years in customer support or account management, German and English fluency, strong problem-solving and communication skills, conflict resolution experience, and proficiency in Salesforce and G-Suite.
  • You will support Hosts through inquiries, resolve issues, manage escalations, improve listing quality, and assist with events, ensuring high service levels and effective communication.

Requirements

  • 4+ years as a Customer Support Representative or Account Management
  • German mother tongue, fluent English
  • Proven expertise in handling high value and time sensitive customer service inquiries with strong active listening and problem-solving skills.
  • Exceptional written and verbal communication abilities.
  • Ability to manage multiple priorities and execute tasks efficiently in a fast-paced environment.
  • Proven ability to analyze and assess challenges with a track record of solving complex issues
  • Skilled at de-escalating conflicts and achieving resolutions, even when outcomes may not meet Host expectations.
  • Strong analytical skills that will enable you to support your peers, Lead and Market Managers
  • Proficiency in tools like Salesforce, and G-Suite, and Jira (preferred)

Responsibilities

  • Serve as an additional Host-facing support for the Market Management Team and Key Accounts Team.
  • Master and maintain knowledge of company policies and procedures inside and out, being an expert in Community Support and brand risk topics.
  • Provide end-to-end resolution and communication to Hosts while maintaining professionalism and clarity.
  • Conduct in-depth research to address and resolve Host issues.
  • Triage and assign escalations tickets and provide recommendations for efficient resolution.
  • Respond promptly and accurately to Host inquiries via email, maintaining a high level of service in a dynamic environment.
  • Work to proactively improve the listing quality of the hosts in your region as we drive to increase the percentage of 5-star bookings in your markets.
  • Support In-Market events for your territory, when required.
  • Effective communication in the context of stakeholders management.
  • Proven track record of meeting or exceeding SLA response times.

FAQs

What is the job title for this position?

The job title is Market Coordinator (contract).

What company is this position contracted through?

This position is contracted through Magnit Global.

What is the nature of the job?

The job is a temporary assignment at Airbnb.

What are the key responsibilities of the Market Coordinator?

Key responsibilities include serving as Host-facing support, managing escalated Host inquiries, conducting research to resolve issues, and improving listing quality.

What qualifications are required for this role?

The role requires 4+ years of experience in Customer Support or Account Management, fluency in German and English, strong problem-solving skills, and proficiency in tools like Salesforce and G-Suite.

Is there a specific region that this role focuses on?

Yes, the role supports the DACH & CEE region.

What is the pay rate for this position?

The pay rate ranges from 25.96 to 42.33 EUR/hour.

What type of experience is preferred for applicants?

Applicants should have experience in handling high value and time-sensitive customer service inquiries with strong analytical skills.

Are there opportunities for career flexibility in this role?

Yes, this temporary work opportunity aligns well with individuals seeking career flexibility and less traditional working arrangements.

Does Magnit Global promote diversity and inclusion?

Yes, Magnit Global celebrates diversity and embraces inclusion as an equal opportunity employer.

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Airbnb

Airbnb is a community based on connection and belonging.

Travel & Leisure
Industry
5001-10,000
Employees
2007
Founded Year

Mission & Purpose

Airbnb is an online platform that connects travellers with unique lodging options and experiences offered by hosts worldwide. The company allows hosts to rent out their properties, whether it's a spare room, an entire house, or even an unusual accommodation like a treehouse or boat, to travellers seeking a more personalised and local experience. Airbnb's ultimate mission is to create a world where anyone can belong anywhere, fostering a sense of belonging and cultural exchange among travellers and hosts. Their purpose is to enable people to explore new places, immerse themselves in different cultures, and build connections with local communities while offering hosts an opportunity to share their spaces and stories. By facilitating peer-to-peer hospitality, Airbnb aims to make travel more accessible, authentic, and enriching for people from all walks of life, while contributing to economic opportunities and sustainable tourism in various destinations.

Benefits

  • Comprehensive health plans

  • Paid volunteer time

  • Healthy food and snacks

  • Generous parental and family leave

  • Learning and development

  • Annual travel and experiences credit