Support Representative - German Speaking (Hybrid, London Office)

With millions of diners, tens of thousands of restaurants, and 23+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a unique insight into the world of hospitality. We champion restaurants, bars, wineries, and other venues around the world, helping them attract guests, manage capacity, improve operations and maximize revenue.
Every employee at OpenTable has a tangible impact on what we do and how we do it. Youll also be part of a global network that includes OpenTable and KAYAK's portfolio of travel brands including Swoodoo, checkfelix, momondo, Cheapflights, Mundi and HotelsCombined.
Hospitality is all about taking care of others, and it defines our culture. Youll work in a welcoming and inclusive environment, and get the benefits, flexibility, and support you need to succeed.
OpenTable is growing quickly so come join us and participate in the excitement! The most important thing you can bring to this role is a real passion for helping people. While there is some technical nature to the role, if you have an interest in connecting to people and the skills for logical thinking, we can teach you the rest. If you come with some computer networking or technical knowledge, even better.
The goal is not to get the customer off the phone as fast as possible (unless thats what the customer wants). We expect you to go out of your way to not only fix the problem, but have the customer finish the conversation with a smile and with restored faith in OpenTable. Our global customer base is diverse so youll need to be able to adapt to their various styles accordingly. You will become our best marketing tool, and will help foster a prosperous relationship with both customers!
Please note we can only consider candidates who are able to speak and write German and English.
In this role, you will:
Report to the Customer Support Supervisor, our Customer Support Representatives will be responsible for providing support to our customers, answering complex questions on function and usage of products. This person will be the primary contact for our large customer base in North America as well as for OpenTable customers worldwide with the goal of providing excellent service. (How cool that you might get to talk to someone in Australia?)

Answer customer and employee calls, emails, chats, WhatsApp (and any future form of contact we may come up with)
Provide outstanding service
Know your limitations and when you should ask for assistance
Own the resolution to the problem; dont leave the customer hanging
Accurately and efficiently log all contacts in our CRM (Salesforce)

You have an interest (or background) in the restaurant or hospitality industry (Its certainly not mandatory, but we do appreciate any proven experience)
You start every single day with energy and enthusiasm (even if it takes a few cups of coffee to get there)
You have the ability to know whats right for the customers and our company, and will lobby to ensure both needs are met - even if it means digging deep to find creative solutions
Youre the one your family and friends call when their electronics are acting up, or when they need help getting new devices set up
Value your integrity, and respect the trust our customers place in OpenTables products/ brands and would never lie to our clients just to make them happy
You enjoy the flexibility and challenges that come with a script free environment
You use your experience and personality to provide excellent service
You are not only receptive to feedback, but you actively seek it, and look for ways to implement it

Experience Needed:

Excellent communication skills, with a bias towards customer service
You have Strong communication skills: active listening, writing/typing, informal communications
Restaurant/ hospitality experience (or even just being a foodie) preferred
You have 1+ year experience providing customer support, by phone, email, chat, preferably in a software support environment
Have experience using current Microsoft Windows and Apple operating systems
You hold knowledge of iOS and Apple Hardware

OpenTable aspires to be a workplace that reflects the diverse communities we serve and a culture that is inclusive and welcoming. Hiring people with different backgrounds, experiences, perspectives, and ideas is critical to innovation and to how we deliver great experiences for our users and our partners. Representation matters.

Vacation: you accrue 25 days a year or 33 days for our CSR Team
One Celebration Day per calendar year
Private Health & Dental and Life Insurances
Employee Assistance Program (EAP)
Pension Fund
Gym Discount
Bike2Work
Season Loan Ticket
Reimbursable eye tests and 100 GBP contribution towards VDU glasses only
Perkbox & Booking.com business discounts