Hostelworld Group, the global hostel-focused online booking platform, inspires adventurous minds to meet the world and come back with life-changing stories to tell. Our customers are not your average tourists, they crave cultural connection and unique experiences that we make possible by providing an unbeatable selection of hostels in unmissable locations – all in the palm of their hand.

It is the social nature and community feel of hostels and their environment, that enable travellers to embrace journeys of discovery, adventure and meaning. We have more than 13 million reviews across 17,800 hostels in more than 179 countries, making the brand the leading online hub for social travel. The website operates in 19 different languages and our mobile app in 13 languages.

Headquartered in Dublin, Hostelworld has a growing, high-calibre team of 300 people within Technology, Product, Global Markets, Customer Service and Marketing Teams across our Dublin, London, Porto, Shanghai and Sydney offices.

THE ROLE & TEAM

Working with the Customer Service team, led by Customer Service Manager we have a great opportunity for a full time Customer Service Executive based from Dublin office.

Within your role you will have the opportunity to work on establishing and maintaining relationships with our customers and ensuring that they are responded to in a timely manner. Partnering with global colleagues in CS and Global Markets across all our locations you will collaborate on exciting projects and empower young travellers to meet the world.

We are looking for someone with a background in customer service and client relationship management and who enjoys working in customer support roles within a fast-paced e-commerce environment.  

 YOUR RESPONSIBILITIES

• Customer support including:
• General queries from customer bookings
• Dealing with customer queries/reservations for the property
• Deal directly with our customers either by telephone or electronically
• Respond promptly (24-48hr) and courteously to customers queries
• Handle and resolve customer complaints in a courteous manner
• Obtain and evaluate all relevant information to handle enquiries and complaints
• Use internal systems to record details of customer cases
• Manage the administration of customer cases
• Communicate and co-ordinate with other teams to achieve best results
• Other Ad hoc duties
• Promote our sites with customers ensuring they get the best possible advice and help
• The role will require Reception cover

YOUR SKILLS, EXPERIENCE & QUALIFICATIONS

Experience & Qualifications: 

• Experience in a customer relation-based background
• Excellent administration skills

Knowledge & Skills:

• Good computer skills and experience in Word, Excel, and Outlook
• Previous experience in the hospitality industry an advantage
• Excellent telephone manner with fluency in English and German

OUR VALUES

• We look for likeminded people who share our core values.
• Bold, Brave & Adventurous: We explore the new and our journey is ambitious.
• Think Customer: We take every opportunity to connect with those on the road.
• Keep it Simple: We’re smart and agile, always taking the clear route to our destination.
• Community Spirit: We collaborate with people from around the globe, communicating honestly with energy, passion and curiosity.
• Building a Better World: We value equality and diversity, using our collective energy to promote understanding.