Description
As a Support Specialist, R1, you will play a vital role as a Resolution Specialist within the Airbnb Customer Support team.
You will serve as the initial point of contact, addressing community inquiries and concerns.
The Airbnb community relies on you 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
Your responsibilities will include:
- Providing courteous and efficient service to the worldwide Airbnb community
- Handling and resolving customer complaints as a first point of contact
- Responding professionally to inbound and outbound phone calls, emails, messages, including urgent situations
- Identifying and escalating issues appropriately
- Composing thoughtful and accurate messages or customizing prepared responses to customer emails
- Utilizing available resources to research and troubleshoot problems effectively
- Investigating from existing knowledge resources to provide resolution
- Mediating situations between users with empathy and fairness
- Monitoring and controlling numerous concurrent tasks in tandem
- Being an ambassador embodying knowledge, empathy, and accountability
- Proactively striving to meet targets and goals independently
A typical day will involve:
- Inbound and outbound calling processes, messages, and email support
- Resolving customer queries in a timely manner
- Working 24x7 shifts with rotational week offs, primarily supporting North America time zones
- Navigating competing priorities in all kinds of environments
Requirements:
- Graduate with a minimum of 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
Technical requirements:
- Minimum 10 Mbps high-speed internet on a laptop for seamless work and virtual meetings
- A quiet, private workspace free from interruptions; no shared/public spaces allowed
- 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