• Handle customer inquiries (emails and chat) across multiple U.S. cities and international locations, including London, UK • Assist customers with bookings, changes, and general inquiries • Manage high-volume escalations with professionalism and confidence • Follow company policies and escalation protocols • Accurately document interactions in Zendesk (or similar CRM) • Work in a fast-paced, high-volume environment

• Provide resident support via chat and email, ensuring timely and professional responses • Serve as the primary point of contact through the resident portal • Receive, log, and manage maintenance requests, coordinating with internal teams for resolution • Handle resident issues related to apartments, including complaints and service inquiries • Address and resolve billing-related concerns with accuracy and clarity • Document all interactions and cases within CRM systems • Utilize SAP and internal tools to track, update, and manage service requests • Follow up with residents to ensure full resolution and satisfaction • Escalate complex issues to the appropriate departments when necessary • Maintain high standards of response time, quality, and customer satisfaction

Role Description Mercier Consultancy Group is looking for a Croatian Speaking Reservations Agent to join their team supporting Booking.com operations in Greece. This role provides an excellent opportunity to work in the travel and hospitality industry, assisting Croatian-speaking customers with their accommodation booking needs. - Assist Croatian-speaking customers with accommodation reservations via phone, email, and chat. - Provide accurate information about properties, pricing, and Booking.com policies. - Handle booking modifications, cancellations, and special requests efficiently. - Resolve customer queries and issues with professionalism to ensure high satisfaction levels. - Maintain detailed records of customer interactions and bookings using Booking.com's reservation system. - Work collaboratively with team members to achieve service quality and customer satisfaction goals. Qualifications - Fluency in Croatian (spoken and written) is required; proficiency in English is a plus. - Experience in reservations, customer service, or hospitality industry is preferred. - Strong communication skills and a customer-oriented approach. - Familiarity with online booking platforms and CRM systems is advantageous. - Ability to handle pressure and resolve challenges proactively. - Willingness to work in Greece; relocation assistance may be provided. - Self-motivated and able to work both independently and collaboratively within a team. Benefits - Fully Paid Relocation Package - Competitive monthly Salary - Monthly Performance Bonus - Fully Paid Training - Health Insurance - 2 Extra Salaries Per Year - And Much More...

• Provide the highest level of service to our community in each and every case • Interact with Airbnb customers and community members through all current and future channels • Take end-to-end ownership of all assigned cases • Demonstrate ownership mentality & good judgment as well as skill to question, adapt, and deviate from the workflow when needed • Be highly receptive to feedback from Management and Quality • Resolve user issues quickly and to a high level of mutual satisfaction