Support Specialist, R1

Overview

Resolution Specialist in the Airbnb Customer Support team, serving as the first point of contact for community inquiries and concerns within the volume tiers.

What you'll do

• Provide courteous and efficient service to the worldwide Airbnb community
• Handle and resolve customer complaints as a first point of contact
• Respond professionally to inbound and outbound phone calls, emails and messages, including urgent situations
• Identify and escalate issues appropriately
• Compose thoughtful and accurate messages or customize prepared responses to customer emails
• Utilize available resources to research and troubleshoot problems effectively
• Investigate from existing knowledge resources to provide resolution
• Mediate situations between users with empathy and fairness
• Monitor and control numerous concurrent tasks in tandem
• Be ambassadors embodying knowledge, empathy, and accountability
• Proactively strive to meet targets and goals independently
• Handle inbound and outbound calling process, messages and email support
• Resolve customer queries in a timely manner
• Navigate competing priorities in all kinds of environments

What you'll need

• Graduate
• Minimum 2 years of international voice process experience in a contact center/BPO
• Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies
• Ability to manage sensitive customer information
• Knowledge of functional key performance metrics related to customer experience

Details

• Job location: Gurgaon
• 24x7 shifts with rotational week offs, primarily supporting North America time zones
• Minimum 10 Mbps high-speed internet on the laptop for seamless work and virtual meetings
• Quiet, private workspace free from interruptions; no shared/public spaces allowed
• Ergonomic chair, desk, and proper lighting required
• Cameras must be on during meetings unless otherwise stated
• Only Airbnb-issued hardware and software, including noise-canceling headsets and laptop
• Hiring, training and nesting in the Airbnb Office; satisfactory performance required for work from home after the initial training and nesting period
• Work from designated home office setups in Delhi/Gurgaon only