Customer Support Specialist

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.

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 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.

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

• 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

• 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

• 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

• 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