Customer Care Coordinator

About GetYourGuide

GetYourGuide is the booking platform for incredible travel experiences. Travelers use GetYourGuide to connect with the best things to do wherever they're headed — including skip-the-line tickets to the world's most iconic attractions, walking tours by top local experts, immersive food and beverage tours, cooking and craft classes, bucket-list experiences, and niche offerings you won't find anywhere else.

Since its founding in 2009, travelers from over 170 countries have booked more than 30 million tours, activities, and attraction tickets through GetYourGuide. Powered by a global team of over 600 travel experts and technologists, the company is headquartered in Berlin, Germany, and has offices in 14 countries around the world.

The role

We are looking for positive and passionate customer advocates to turn our customers' travel dreams into reality. Our world-class Care team helps to make trips unforgettable by providing empathetic and personalized support through phone, email and chat.

As part of this close-knit team, you will help customers reschedule bookings, manage cancellations and complaints, mediate reviews, and consult with customers to give your travel expertise and recommendations for unbeatable activities around the world.Your patience and compassion ensure that every customer's trip is stress-free.

You will also have an opportunity to impact GetYourGuide's internal community by participating & managing internal projects.

Responsibilities

• Supporting our customers first and foremost. You will be there to guide the customer through their travel journey, working one-on-one with them to ensure that they love where they're going
• Resolving customer inquiries by phone, email and live chat, interactions with authentic human responses.
• Taking care of special customer requests related to data deletion according to the GDPR principles, handling PayPal disputes & troubleshooting bookings affected by connectivity issues.
• Assisting other departments in a variety of projects to ensure a seamless customer experience.
• Escalating customer feedback suggestions and complaints in order to improve the customer experience and build customer loyalty

Your profile

• You are aligned with GetYourGuide's mission, culture and value system.
• You are open minded and driven by curiosity. You love taking risks.
• You are able to commit to 40h/week.
• You are flexible, open to new ideas and able to pivot & adapt to change while maintaining a positive attitude.
• You are able to regularly commit yourself to new challenging initiatives
• You take ownership of your actions, and you are driven to constantly improve.
• You are able to step outside your comfort zone, feel safe to fail, but grow from it when it happens.
• You have a team first mentality. You actively contribute to an inclusive environment while empowering your peers to do the same.
• You are patient and empathetic
• You are an excellent communicator, both verbally and in writing.
• You are structured and solution-oriented, with a strong eye for details.
• You speak fluent English in addition to, preferably, either French or German. Spanish or Italian speaking applicants are also welcome. Additional languages are a plus.

Why should you be excited to work with us?

• Our office is an energetic and friendly work environment composed of an international team of more than 65+ nationalities.
• You will receive a full 3-week training that will set you up for the job
• Daily opportunities to challenge yourself, learn and grow alongside a diverse group of colleagues
• There are no night shifts or weekends in your schedule

And More

• Work at a European tech unicorn with an international team from over 60 nationalities
• Virtual stock options make you an integral part of the company's growth and success
• GetYourGuide tour and activity vouchers to live the life of our customers by experiencing the products for yourself
• A beautiful new office centrally located near Schönhauser Allee station, available for use in a hybrid setting
• Well stocked kitchens, with daily breakfast, weekly lunch, and our famous pizza & beer Fridays
• Personal Growth is one of our key values, we live this through an annual learning allowance, structured growth plans, our GetYourGuide learning platform GrowthHub, regular feedback, and transparency

Please note that GetYourGuide does not provide work permit sponsorship for this position. You need to be eligible to work within Germany.

Curious?

Do you have the skills for the job, the enthusiasm about our vision and fit our culture?

We're looking forward to hearing from you! Check out life at GetYourGuide on our blog to see what happens behind the scenes. If you have any further questions please do not hesitate to contact us via jobs@getyourguide.com.

We're committed to equal employment opportunities regardless of gender identity, ethnicity, race, sexual orientation, disability status, parental or marital status, or religion. Please refrain from including your picture and age with the application.