Airbnb

Overview

As a member of the Airbnb Customer Support team, you'll 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.

About Airbnb

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 aut

Requirements & Eligibility

• 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
• Minimum 10 Mbps high-speed internet on the laptop for seamless work and virtual meetings
• 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

Key Responsibilities

• 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