Customer Support Specialist

4 days ago

Gurgaon, Haryana, India Airbnb Full time ₹ 9,00,000 - ₹ 12,00,000 per year


About Airbnb

The Community You Will Join
  • 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
  • Proven language ability in English with excellent comprehension, grammar, vocabulary and spelling
  • 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.
  • Excellent English reading, comprehension, and writing skills
  • Excellent active listening skills with the ability to understand verbal nuances
  • Must be able to pass multiple language assessments in English
  • 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

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