Trivago - User Support Agent

Do you have the patience of a saint, the persuasiveness of a sales person and fluency in Russian and/or Dutch? Does the idea of working with diverse stakeholders within and outside trivago excite you?
We’re looking for a User Support Agent to answer user requests and provide the best possible support through Facebook, E-mail or Help Center Requests with the help of our CRM tool, Zendesk. Your mission, should you choose to accept, is ultimately to be the user’s advocate to build trust in the trivago brand. In return we’ll offer you the opportunity to work on a global platform as part of an international team and a work environment where no day is the same! Sound like a good deal? Then apply today!

What you’ll do:

  • Answer user requests and provide the best possible support through Facebook, E-mail or Help Center Requests with the help of our CRM tool, Zendesk

  • Answer user requests from foreign countries with the help of our translation tools

  • Check reservation details for trivago express bookings using our internal tool

  • Fix incorrect information on trivago, e.g. mismatched links

  • Request compensations and channel errors/feedback to the relevant department

  • Explore and understand the issues faced by our users and find a solution by collaborating with different stakeholders in trivago’

  • The ability to be empathetic and put yourself in the user’s position

What you’ll definitely need:

  • Fluency in English – our company language

  • Native fluency in Russian

  • A patient approach to user support

  • Excellent writing and verbal communication skills

  • Intrinsic motivation to take initiative

  • Excellent teamwork skills

  • Persuasiveness in order to change negative experiences by offering user oriented solutions

  • The ability to find the balance between trivago’s policies and users’ needs

What we’d love you to have:

  • Fluency in Dutch

  • Negotiation skills

  • Any additional language

What to expect from life at trivago:

  • Growth: We help you grow as trivago grows through support for personal and professional development, constant new challenges, regular peer-feedback, mentorship and world-class training.

  • Autonomy: Every talent has the ability to make an impact independently by driving topics thanks to our strong entrepreneurial mindset, our horizontal workflow and self-determined working hours.

  • International environment: Our agile, international culture and environment with talents from 50+ nations encourages mutual trust and creates a safe space to discuss openly and act freely.

  • Collaborative spaces: Our state-of-the-art campus in Düsseldorf offers interactive spaces where we can easily collaborate, exchange ideas, take a break and workout together.

  • Relocation: We offer our international talents support with relocation costs, work permit andvisa questions, free language classes, flat search and insurance.

Additional information:
The position is also available as part-time employment, suitable for students and full time if both languages are present

The position is with limited contract duration