Airbnb9 дней назад
Senior Specialist, Premium Support (Portuguese/English)
Зарплата не указана
РЫНОК
50 000 ₽медиана по профессии
IT Support / Helpdesk · 7 вакансий с указанной зарплатой
6 250половина предложений: 27 093–50 00065 000
Работодатель не указал зарплату — сравните с рынком сами.
Canada
Обязанности
- 01Provide end-to-end support to key members experiencing issues with their reservation
- 02Handle complex case management including severe and urgent cases
- 03Interact with customers through all current and future channels
- 04Take ownership of assigned cases ensuring complete resolution
- 05Become a subject matter expert in Airbnb policies and procedures
- 06Explain and simplify complex information
- 07Negotiate and mediate between Host and Guest
- 08Proactively anticipate user expectations and work towards best outcomes
- 09Manage highly sensitive cases working cross-functionally
- 10Operate in full autonomy making decisions on case resolution
- 11Provide personalized and exceptional customer support
- 12Drive cases to conclusion with urgency and accuracy
- 13Leverage operational knowledge to lead team success
- 14Provide insights for continuous improvement
- 15Support simplification of complex processes
- 16Support management initiatives and onboarding
- 17Build and maintain strategic partnerships
- 18Handle emergency situations during evenings and weekends
Требования
- 016+ 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
- 05Experience engaging with executive-level stakeholders to resolve conflicts
- 06Ability to work weekend days and public holidays
- 07Fluency in English and Portuguese (spoken and written)
Условия
- 01Flexible role that may require moving to different teams
- 02On-call to handle emergency situations in evenings and weekends
- 03Work weekend days and public holidays as needed