For our client, a leading international company in the Tourism and Technology industry, we are seeking a Market Coordinator (DACH & CEE Region) (m/w/d) for a temporary role based in Berlin with partial remote work possible.
Ref.: 112377
The Market Coordinator plays a pivotal role in supporting Field Team and Key Accounts Team by managing high value Host-related inquiries and escalations. Acting as a critical liaison between Hosts and internal teams, the Market Coordinator ensures timely resolution of issues while delivering exceptional service. You support the Market Management Field Teams for the DACH & CEE region by sharing your ideas and recommendations and by building good relationships with those you work with, both inside and outside of your team.
Key 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 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
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)
For over 30 years, Nash direct has been helping remarkable people to win exciting roles at world-leading technology companies in Germany. Our Mission is to give our employees the best possible experience in working with us.
Interested? Then we would love to receive your application.
For more information on the role please get in touch with Marlena Marzano Monterosso.
Marlena Marzano Monterosso
Senior Recruiter
Nash direct GmbH
Leonrodstraße 52
80636 München
Mobile: +49 (0)151 11 32 34 15
