Description
We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a Senior Specialist, Premium Support. The ideal candidate is flexible, hospitable, analytical, and committed to delivering the highest standards of service.
This is a full-time position based in Singapore. The Senior Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Senior Specialist, Premium Support, you will be primarily responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment.
A Senior Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They will be expected to work in strong autonomy, being able to assess a case & constantly looking for the right solution for both Host, Users and internal stakeholders.
As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below.
The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.
Complex Case Management Provide the highest level of service to our community in each and every case, including handling the service’s most severe and urgent cases.
Interacting with Customers and Community Members Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools.
End-to-End Ownership of Cases Take end-to-end ownership of all assigned cases: ensuring a complete final resolution is reached based on workflows, management guidelines & your own assessment of the case situation.
Subject Matter Expertise Become a subject matter expert in Airbnb policies and procedures.
Explaining Complex Information Explains and simplify complex information, provide appropriate context, and address complex questions with confidence.
Negotiating and Mediating Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations.
Proactive Anticipation Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises.
Managing Highly Sensitive Cases Manage highly sensitive cases end to end that might include working cross functionally with Legal, Policy, other services, etc.
Operating in Autonomy Operate in full autonomy, making the decisions to follow or go outside of workflows to resolve our customers issues with the best outcome possible from both our community & business expectations.
Combining Efficiency with Bespoke Quality Set the gold standard for performance for the service, providing consistently personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention.
Participating in Team Improvement Leverage your functional operational knowledge to proactively lead the team to succeed.
Stakeholder Engagement Build and maintain strategic partnerships to achieve team or functional goals.
Your Expertise 5+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts.
Your Skills and Expertise World-class interpersonal and communication skills, both written and spoken, including conflict resolution. Active listening skills. Empathy and patience in dealing with customers, especially in high-pressure situations. Excellent organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments. Passion for delivering exceptional customer service and setting a high bar. Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively. Ability to adapt to new tasks and responsibilities as needed. Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments. Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team. Experience engaging with executive-level stakeholders, and demonstrated ability to explain complex ideas simply and clearly. Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives. Advanced computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools. Language proficiency in English and Mandarin.