About the Company:
As a member of the Airbnb Customer Experience team, you’ll play a vital role as a Resolution Specialist within the volume tier. Resolution Specialists serve as our initial point of contact, addressing community inquiries and concerns. Our community relies on us for:
- Accessible support that’s easy to find
- Faster resolution, preferably first time
- A team that’s there for them in times of urgent need
- Support that’s built around them
About the Role:
Provide friendly and efficient service to the worldwide Airbnb community. Be a first point of contact to handle and resolve customer complaints. Respond professionally to inbound phone calls and live chats, including 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. 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.
Responsibilities:
- Job Family : Operations (Resolutions)
- Inbound and outbound calling process, chat and email support
- Resolving customer queries in a timely manner
- 24x7 shifts with rotational week offs, primarily supporting North America timezones
- Navigate competing priorities in all kinds of environment
Qualifications:
Graduate with minimum 2 year of international voice process experience. 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. Ability to perform in Work From Home set up with broadband connectivity that is suitable enough for Voice Calls.
Equal Opportunity Statement:
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.
