Customer Support Specialist (German & English)

About the role

EverHelp is seeking a bilingual Customer Support Specialist to handle booking‑related inquiries and provide exceptional service across multiple communication channels. You will work in a dynamic, award‑winning environment supporting guests worldwide.

Key responsibilities

• Provide support via phone, email, live chat, WhatsApp, and online booking platform messages.
• Assist guests with booking inquiries, reservation updates, property access, and other accommodation‑related requests.
• Deliver a hospitality‑focused, guest‑first experience while maintaining professionalism and empathy.
• Resolve customer issues efficiently and document interactions accurately in internal systems.
• Escalate critical cases such as refunds, legal matters, or sensitive complaints to the appropriate internal teams.
• Collaborate with teammates to ensure a seamless guest experience across all channels.
• Adhere to internal quality standards, balancing efficiency with exceptional service.

Required profile

• 1–3 years of experience in customer support, hospitality, or a similar customer‑facing role.
• German language proficiency (B2+) and English proficiency (B2+).
• Experience communicating with customers across multiple channels, including phone and written media.
• Excellent problem‑solving abilities and independent decision‑making.
• Strong written and verbal communication skills.

Required skills