Airbnb3 дня назад

Specialist, Premium Support (French/English)

Зарплата не указана

Canada

Обязанности

01Complex case management: Provide the highest level of service to our community
02Interact with Airbnb customers through all current and future channels including livechat, social platforms, messaging, and phone
03Take end-to-end ownership of all assigned cases ensuring complete final resolution
04Demonstrate ownership mentality & good judgment to question and deviate from workflow when needed
05Provide personalized and exceptional customer support to guests and Hosts
06Proactively anticipate and identify opportunities to enhance user experience
07Resolve user issues quickly to a high level of mutual satisfaction
08Personalize communications to users demonstrating highest hospitality standards
09Leverage functional operational knowledge to support team success
10Provide insights about community experience and improvement opportunities
11Help document ways of working, best practices, and service norms
12Provide technical/functional/SME support to less experienced team members
13Handle emergency situations in evenings & weekends

013+ years of relevant experience in multicultural customer service teams
02Experience in hospitality industry preferred
03Experience with high-profile and influential clientele preferred
04Experience using phone, messaging, or live chat to interact with users/customers
05Experience engaging with executive-level stakeholders to resolve conflicts
06Ability to work weekend days and public holidays
07Ability to work early morning/evening shifts
08Very good verbal and written communication skills in English and French
09Active listening skills to understand guest needs
10Empathy and patience in dealing with customers