Airbnb8 дней назад

Старший специалист, Премиум-поддержка

Зарплата не указана

РЫНОК

13 796 ₽медиана по профессии

IT Support / Helpdesk · 24 вакансий с указанной зарплатой

6 250половина предложений: 9 792–42 50064 000

Работодатель не указал зарплату — сравните с рынком сами.

Canada

Обязанности

01Provide end-to-end support to key community members experiencing issues with reservations
02Take ownership of cases ensuring complete resolution while fostering strong relationships
03Handle complex case management including severe and urgent cases
04Interact with customers through all current and future channels
05Become a subject matter expert in Airbnb policies and procedures
06Explain and simplify complex information and address complex questions
07Negotiate and mediate between Host and Guest on high-stake reservations
08Proactively anticipate user expectations and work towards best outcomes
09Manage highly sensitive cases working cross-functionally with Legal and Policy teams
10Operate autonomously making decisions to resolve customer issues
11Provide personalized and exceptional customer support to guests and hosts
12Drive cases to conclusion with urgency and without error
13Leverage operational knowledge to proactively lead team success
14Provide insights about community experience and improvement opportunities
15Support simplification of complex processes within the team
16Support management initiatives and onboarding of new employees
17Build and maintain strategic partnerships to achieve team goals
18Write clearly and concisely translating complex ideas to multiple audiences
19Handle emergency situations in evenings and weekends

016+ years of relevant experience in multicultural customer service teams
02Preference for hospitality industry experience
03Experience with high-profile and influential clientele preferred
04Hospitality experience in technology platforms is a plus
05Prior experience using phone, messaging, or live chat to interact with users
06Experience engaging with executive-level stakeholders to resolve conflicts
07Demonstrated ability to explain complex ideas simply and clearly
08Ability to work weekend days and public holidays as well as early morning shifts
09Flexibility to move between teams and take on different responsibilities
10Strong communication skills in English both spoken and written
11Problem-solving abilities and customer service expertise
12Ability to work autonomously and make independent decisions