Airbnb4 дня назад
Senior Specialist, Premium Support (Italian/English)
Ireland
Обязанности
- 01Provide exceptional customer service support to the Airbnb community
- 02Take end-to-end ownership of cases, ensuring complete resolution
- 03Foster strong relationships with users
- 04Assess cases and find solutions for Hosts, Users, and internal stakeholders
- 05Work in strong autonomy, assessing cases and looking for compromises
- 06Provide personalized and exceptional customer support to guests and Hosts
- 07Resolve user issues quickly and to a high level of mutual satisfaction
- 08Multitask and handle multiple issues efficiently
- 09Articulate a rationale and make decisions on workflow exceptions
- 10Personalize communications to users, demonstrating hospitality standards
- 11Leverage functional operational knowledge to support team success
- 12Provide insights about community experience and improvement opportunities
- 13Collaborate with management to identify process and policy inconsistencies
- 14Support Management on initiatives as assigned
- 15Be on-call to handle emergency situations in the evenings & weekends
- 16Inspire a culture where quality is a core principle
Требования
- 014+ years of relevant experience in multicultural customer service teams
- 02Experience in the hospitality industry, preferably with high-profile clientele
- 03Prior experience using phone, messaging, or live chat to interact with users/customers
- 04Experience engaging with executive-level stakeholders to resolve conflicts
- 05Ability to work weekend days and public holidays, including early morning/evening shifts
- 06Very good verbal and written communication skills
- 07Active listening skills
- 08Empathy and patience in dealing with customers, especially in high-pressure situations
- 09Strong organizational skills, including prioritization and multitasking
Условия
- 01Full-time position based in Ireland
- 02Flexible schedule that can change to meet business needs
- 03On-call duty to handle emergency situations in the evenings & weekends