Customer Care - Booking Support Specialist

The team

The Customer Care Department consists of 3 teams which are responsible for managing enquiries, processing requests and ensuring the overall safety and success of users of our platforms. 

You will be part of the Booking Support Team, which is responsible for managing enquiries from advertisers on HousingAnywhere and any booking-related enquiries and requests from tenants on HousingAnywhere.

Your role & impact

• Assist HousingAnywhere Tenants and Advertisers with their enquiries through phone, chat and email.
• Manage booking modification and cancellation requests within Service Level Agreements, including assessing the modification, communicating with the users by phone, chat or email related to the booking, and documenting the actions taken and the outcome.
• Ensure all decisions made in managing modifications and cancellations are aligned with our terms and conditions
• Identify process improvements to enhance the speed and service provided in managing modification and cancellation requests
• Develop processes to ensure alignment and best practice in managing modifications and cancellation requests across the Customer Care Booking Support team.
• Manage rebooking requests for users affected by an unexpected cancellation
• Ensure all enquiries and requests are documented effectively to provide insights on our Customers enquiries
• Utilise translations, in chat and email, to respond to enquiries in other languages
• Go the extra mile to engage customers and support them with a great experience!
• Proactively participate in continuous learning of the HousingAnywhere platform, and associated customer requests/insights through feedback collection, self-study, training, experience, discussion, research and sharing of best practice to report potential improvements.
• Proactively participate in Team Meetings, 1:1s and other discussions
• Proactively work towards meeting and/or exceeding your statistical KPI results
• Participate in improving our Internal Knowledge-base
• There may be other activities assigned, or projects that you will participate in to help the Customer Care department achieve its goals.

Practicalities

• Your role will support the hours of 08.30 - 17.30, Tuesday - Saturday, with a one hour lunch break.
• You may be asked to support our Late Shift between 12.00 - 21.00 in periods of low coverage. If required, this would be agreed at least one week in advance.
• Training period of four weeks will be conducted between Monday - Friday 09.00 - 18.00, with a one hour lunch break.

Your profile

• Must be fluent in English, other European languages are a plus
• Excellent communication skills, both verbal and written.
• High level of attention to detail.
• Any experience in a customer facing role is a plus.
• Passionate about communication and problem solving.
• Ability to efficiently identify a users needs.
• A solution oriented mindset.

What’s in it for you

• Diverse international community (46+ nationalities).
• Hybrid working policy with 2 days working from office.
• Unlimited paid holidays, minimum-based not maximum.
• 1,000 EUR personal development budget.
• Complete coverage for commuting.
• Personal equipment, including laptop and ergonomic setup.
• Gym membership discount with GoVital or OneFit.
• Variable pension scheme.
• Fun team-building and after-work drinks every Friday.

About HousingAnywhere

HousingAnywhere is Europe’s largest mid-term rental platform. With Kamernet and Studapart under its umbrella, it represents three fast-growing brands with over 30 million yearly unique visitors combined, 160,000+ properties available for rent and 100,000+ tenants securing their new homes, based on the 2022 performance. HousingAnywhere serves young professionals and students, primarily aged between 18 and 35, connecting them with accommodation providers. Through its advanced technology platform, tenants rent accommodation for 3 to 12 months outside of their country of origin. Headquartered in Rotterdam, HousingAnywhere operates in most European cities and recently expanded to key cities in the US, establishing a presence in over 125 cities. Driven by the mission to enable people to live wherever and however they choose, thanks to a flexible renting experience, the technology scale-up employs 340 professionals globally.

Our mission

Rent Easy, Live Free.

Our Values

• Ownership
• We are Enablers
• We are Changemakers