Airbnb5 days ago
Старший специалист, Premium Support (английский/испанский)
Salary not specified
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Nevada
Responsibilities
- 01Complex case management: Provide the highest level of service to our community in each and every case
- 02Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools
- 03Take 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
- 04Become a subject matter expert in Airbnb policies and procedures
- 05Operate with little to no support from your leadership
- 06Explain and simplify complex information, provide appropriate context, and address complex questions with confidence
- 07Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations
- 08Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises
- 09Combining efficiency with bespoke quality: Provide 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
- 10Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances
- 11Ability to multitask and handle multiple issues at the same time with efficiency and speed
- 12Ability to articulate a rationale and make decisions on when and how to make workflow exceptions
- 13Personalize communications to users, demonstrating the highest hospitality standards
- 14Participating in your team’s improvement: Leverage your functional operational knowledge to proactively support the team success
- 15Provide insights about community experience and continuous improvement opportunities to your Management
- 16Collaborate with management & leadership to identify process and policy inconsistencies and recommend improvements for the dedicated user segment
- 17May support Management on initiatives as assigned, such as to drive performance improvements, supporting Management on consultations, acting as a subject matter expert, etc.
- 18Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work.
- 19Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results
- 20Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt
- 21You are on-call to handle emergency situations in the evenings & weekends
- 22Inspire a culture where quality is a core principle.
Requirements
- 014+ 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
- 02Hospitality experience is a plus, in particular working for technology platforms.
- 03Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.
- 04Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly.
- 05Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs
- 06Excellent verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders
- 07Active listening skills
- 08Empathy and patience in dealing with customers, especially in high-pressure situations
- 09Strong organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments
- 10Passion for delivering exceptional service
What we offer
- 01This is a full time position based in Nevada, USA - remote.