Description
We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a CS Specialist, Premium Support.
The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service in both English and French, spoken and written. Due to the nature of this position, the successful applicant will need to be based in British Columbia, Canada to be able to conduct their work.
As a CS Specialist, Premium Support, you will be responsible for providing end-to-end support to key members of our community, including but not limited to the Luxury segment. You will primarily take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way.
CS Specialist, Premium Support needs strong communication skills in English and French, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast-paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.
A typical day will involve complex case management, interacting with Airbnb customers and community members through various channels, taking end-to-end ownership of assigned cases, and demonstrating ownership mentality and good judgment.
You will also be expected to combine efficiency with bespoke quality, providing personalized and exceptional customer support to guests and Hosts, and participating in your team's improvement by leveraging your functional operational knowledge to proactively support the team success.
Stakeholder engagement is also a key aspect of this role, requiring you to have gained the trust of internal and external stakeholders through effective relationship management and delivering results.
Your expertise will be essential in resolving user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances, and personalizing communications to users, demonstrating the highest hospitality standards.
If you have 3+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry, and possess excellent verbal and written communication skills, empathy and patience in dealing with customers, and the ability to organize a high volume of work, multitask and prioritize, then we encourage you to apply for this exciting opportunity.