Support Specialist, R1

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join:

As a member of the Airbnb Customer Support team youll play a vital role as a Resolution Specialist within the volume tiers. Resolution Specialists serve as our initial point of contact addressing community inquiries and concerns. Our community relies on us for:

• Accessible support thats easy to find
• Faster resolution preferably first time
• A team thats there for them in times of urgent need
• Support thats built around them

The Difference You Will Make:

• Provide courteous and efficient service to the worldwide Airbnb community
• Be a first point of contact to handle and resolve customer complaints
• Respond professionally to inbound and outbound phone calls emails messages including any urgent situations
• Identify and escalate issues appropriately
• Compose thoughtful and accurate messages or customize prepared responses to customer emails
• Utilize available resources to research and troubleshoot problems effectively
• Investigate from the existing knowledge resources to provide resolution
• Mediate situations between users with empathy and fairness
• Monitor and control numerous concurrent tasks in tandem
• Be ambassadors embodying knowledge empathy and accountability
• Proactively strive to meet targets and goals independently

A Typical Day:

• Job Family : Operations (Resolutions)
• Inbound and outbound calling process messages and email support
• Resolving customer queries in a timely manner
• 24x7 shifts with rotational week offs primarily supporting North America time zones
• Navigate competing priorities in all kinds of environment
• Job location: Gurgaon

Your Expertise:

• Graduate with minimum 2 years of international voice process experience in a contact center/BPO
• Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies
• Ability to manage sensitive customer information
• Knowledge of functional key performance metrics related to customer experience

Other requirements:

• Internet: Minimum 10 Mbps high-speed internet on the laptop for seamless work and virtual meetings.
• Workspace: Quiet private area free from interruptions; no shared/public spaces allowed.
• Furniture & equipment:
• Ergonomic chair desk and proper lighting for comfortable focused work. Cameras must be on during meetings unless otherwise stated.
• Only using Airbnb issued hardware and software including noise canceling headsets laptop etc.

Approved locations:

• Hiring/Training and Nesting in the Airbnb Office; satisfactory performance is required for work from home post the initial training and nesting period.
• Work from designated home office setups in Delhi/Gurgaon only

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement and allow us to attract creatively-led people and to develop the best products services and solutions. All qualified individuals are encouraged to apply.