About the job

This role is a Guest Relations role which will suit an individual with customer care/guest relations background who wants to gain valuable experience and exposure at a rapidly growing start-up. You will be the intermediary between guests and local operations team – before, during and after the booking process.

• Be trusted implicitly with hosts’ most-prized possession: their home!
• Answering inbound and making outbound calls to resolve guest issues
• Working towards KPIs in relations to responding to client issues via email in a timely and accurate manner
• Following up to a set targeted guest reviews per day and week
• Liaising with internal teams to ensure guest resolution is swift and seamless
• Working hard to achieve targeted NPS scoring
• Using your initiative when reducing refunds balanced with the client’s expectation
• Ability to develop strong partnerships with internal and external stakeholders
• Having demonstrable skills of time management and prioritising heavy workload and tasks
• Coordinate our cleaning, maintenance and emergency logistics services – no day is ever the same at Missafir and it is our job to solve all those unexpected issues when they arise to ensure that our guests have a flawless stay
• Put your slick social skills to use daily, liaising between multiple teams across the business and, of course, our external maintenance partners and suppliers
• Help the Operations team in the day-to-day, being their eyes in the office, managing the schedule and, assisting them with their troubleshooting
• Send out a morning report to the Operations team members highlighting the urgent tasks that requires action

Who you are

• A travel enthusiast, obviously, but you also eat and drink where the locals do
• You truly get Airbnb (for hosts and for guests), and you’ll get extra points if you’ve previously worked in the hospitality industry
• The best time-manager in Istanbul! We answer all guest enquiries within an hour, and you’ll need to maintain (or improve, if you fancy a challenge) this level of service
• You’ve got a keen eye for detail – and you’ll prove it to us by mentioning your favourite holiday location in your application to us. This is a little test we use to make sure you’re not applying to every job in sight
• You are an individual that has worked in high-level customer service multichannel contact centre and has a demonstrable background in achieving KPIs and delivering seamless customer service
• You have a good telephone manner and a clear idea on how to deal with customer escalations
• You love problem solving and will go to any length to find a solution!
• We operate on a 24/7 service centre. Therefore you need to be flexible in terms of shifts, including weekends and evenings (No need to in the office but answer the enquiries by your remotely on your mobile)
• A team player who can adapt to different needs of the business
• Someone with an impeccable grasp of the English language, both written and spoken

What we offer

• The chance to have a serious impact on one of the fast-growing technology companies in Istanbul in an exciting growth phase
• A fast-growing full of bright, engaged Missafir heros who’ll keep you on your toes every day!
• Investors loves us! Be ready for sailing to new markets soon…
• No pretend as working! We focus on results, not face-time…
• Airbnb allowance – Your next holiday accommodation is sorted!
• Generous holiday allowance
• Discretionary bonuses
• An incredibly talented team who can teach you anything from relaxing with the best mediation methods to learning php. coding!

Are you ready to grow together?

Please submit your complete application below including your cover letter!

About the job

This role is a fantastic opportunity for a Pricing Analyst with a passion for data, analytics and revenue management. You will be responsible for:

• Analyzing the short-let market and competitors
• Handling data by the dozens
• Controlling the price tag on our homes across Airbnb and our other platforms
• Positioning the properties in the regions
• Managing Hosts’ monetary expectations – creating strategies to maximise revenue
• Drawing deep insight drawn from observing trends related to revenue performance.
• Creating dynamic pricing policies for each property
• Taking actions for page views, impressions and conversations on each platform
• Presenting the supply-demand reports in an executive summary
• Improving the KPIs going forward

Who you are

• Graduated from BSc/MSc in a top tier university
• Have analytical skills that are second to none!
• Have advanced Excel skills
• Pricing experience or economics or finance background is desirable but not required
• Have knowledge of Revenue and Yield Management, ideally from a hospitality, sales or lettings background.
• Able to communicate findings in a succinct and compelling format
• Passionate about start-up culture and innovative ideas
• Good command of written and spoken English
• You truly get Airbnb (for hosts and for guests)
• Stamina and drive to always push yourself to improve and innovate

What we offer

• The chance to have a serious impact on one of the fast-growing technology companies in Istanbul in an exciting growth phase
• Competitive salary
• Stock options! So when we make it big, so do you!
• A fast-growing full of bright, engaged Missafir heros who’ll keep you on your toes every day!
• Investors loves us! Be ready for sailing to new markets soon…
• No mega-corporate fluff: we focus on results, not face-time…
• Airbnb allowance – Your next holiday accommodation is sorted!
• Generous holiday allowance
• An incredibly talented team who can teach you anything from relaxing with the best mediation methods to learning php. coding!

Are you ready to grow together?

Please submit your complete application below including your cover letter!