Specialist, R1

2 days ago

Gurgaon, Haryana, India Airbnb Full time ₹ 5,00,000 - ₹ 10,00,000 per year

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join:

As a member of the Airbnb Customer Support team, you'll play a vital role as a Resolution Specialist within the volume tiers. Resolution Specialists serve as our initial point of contact, addressing community inquiries and concerns. Our community relies on us for:

  • Accessible support that's easy to find
  • Faster resolution, preferably first time
  • A team that's there for them in times of urgent need
  • Support that's built around them

The Difference You Will Make:

  • Provide courteous and efficient service to the worldwide Airbnb community
  • Be a first point of contact to handle and resolve customer complaints
  • Respond professionally to inbound and outbound phone calls, emails, messages, including any 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 the 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

A Typical Day:

  • Job Family : Operations (Resolutions)
  • Inbound and outbound calling process, messages and email support
  • Resolving customer queries in a timely manner
  • 24x7 shifts with rotational week offs, primarily supporting North America time zones
  • Navigate competing priorities in all kinds of environment
  • Job location: Gurgaon

Your Expertise:

  • Graduate with 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

Other requirements:

  • Internet: Minimum 10 Mbps high-speed internet on the laptop for seamless work and virtual meetings.
  • Workspace: Quiet, private area free from interruptions; no shared/public spaces allowed.
  • Furniture & equipment:
    • Ergonomic chair, desk, and proper lighting for comfortable, focused work. Cameras must be on during meetings unless otherwise stated.
    • Only using Airbnb issued hardware and software including noise canceling headsets, laptop etc.

Approved locations:

  • Hiring/Training and Nesting in the Airbnb Office; satisfactory performance is required for work from home post the initial training and nesting period.
  • Work from designated home office setups in Delhi/Gurgaon only

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

Offices: Gurugram, India

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