Customer Support Specialist.
Customer Support Specialist.
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
About Airbnb
Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home and has since grown to over 4 million Hosts who have welcomed more than 1 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
- Proven language ability in English with excellent comprehension grammar vocabulary and spelling
- 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.
- Excellent English reading comprehension and writing skills
- Excellent active listening skills with the ability to understand verbal nuances
- Must be able to pass multiple language assessments in English
- 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.
Required Experience:
Unclear Seniority
Employment Type
Full Time
