Quality Assurance Team Lead - Customer Care Training Specialist - Customer Care

Social Media Customer Care Specialist

GetYourGuide is the place to book the best experiences in destinations across the globe. We are searching for a Social Media Customer Care Specialist to join our Berlin office and form part of our customer care team.

You will be responsible for monitoring and posting responses to our community on social networks, engaging in online reviews, and participating in online discussion. You will also exhibit strong representations of GetYourGuide’s mission, values, and voice

Team Mission

The mission of the Care Social Media team is to ensure timely and personalised responses to all customers reaching out via Social Media, across any of our platforms. The team are focused on engaging and building our online community and ensuring all users see GetYourGuide as a recognised brand they can book with confidence.

 

Responsibilities

  • Monitoring and answering inbound customer contacts across all Social Media channels
  • Collaboration with marketing and brand teams on relevant regional drives
  • Ensuring SLAs for response rates and satisfaction are met
  • Supporting the marketing team with initiatives for community management
  • Influencer support; Securing partnerships and handling influencer requests.
  • Coach and provide feedback within the team to improve level of support and performance
  • Drive initiatives to promote self-learning and solve knowledge gaps in the team

Your Profile

  • You are fluent in English in addition to either French, German, Italian or Spanish
  • You are a talented communicator comfortable monitoring and answering inbound customer contacts across all Social Media channels
  • You are skilled in collaboration with marketing and brand teams to help push relevant regional drives
  • You are focused and can ensure SLAs for response rates and satisfaction are met
  • You are creative in initiatives for community management
  • You have a strong business acumen for reaching out and securing partnerships with influencers in relevant markets
  • You are proactive and able to coach and provide feedback within the team to improve level of support and performance
  • You are a self-starter who can drive initiatives to promote self-learning and solve knowledge gaps in the team
  • You are able to work 40 hours a week

We Offer

  • Be part of an international team from over 65 nationalities
  • An open, friendly, energetic work environment where every voice is heard
  • Virtual stock options that make you an integral part of the company’s growth and success
  • Breakfast, drinks, and fruit every day
  • Discounted public transportation monthly passes
  • GetYourGuide gift cards to experience our products for yourself 
  • Several perks including yoga classes and Urban Sports Club
  • Personal learning and development budget

Please send us your application in English below. We’re looking forward to hearing from you.

It is our commitment that every qualified person will be evaluated according to skills regardless of age, gender identity, ethnicity, sexual orientation, disability status, or religion. Please refrain from including your picture and age with the application. 

You can get in touch with us via jobs@getyourguide.com, and make sure you check out life at GetYourGuide on our blog.

Apply for Social Media Customer Care Specialist
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Thanks for applying to our Social Media Customer Care Specialist position and welcome to the GetYourGuide Talent Pool!

We will review your application and get back to you as soon as possible.

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