Support Specialist, R1

airbnb, Inc.; Gurugram District; On-site; INR 420,000 - 600,000; Full time

Job summary

Airbnb, Inc. in Gurgaon is hiring a Resolution Specialist for the Customer Support team to serve as the first point of contact, handling inquiries and resolving issues for the global Airbnb community.

The ideal candidate is a graduate with at least 2 years of international voice process experience, excellent English skills, and the ability to manage multiple tasks while delivering courteous, accurate responses to customers.

Qualifications

• Graduate with international voice process experience (minimum 2 years).
• Experience measuring and improving customer satisfaction and loyalty across geographies.
• Ability to manage sensitive customer information.
• Knowledge of customer experience metrics.

Responsibilities

• Provide courteous and efficient service to the global Airbnb community.
• Be the first point of contact to handle and resolve customer complaints.
• Respond to inbound and outbound calls, emails, and messages, including urgent situations.
• Identify and eliminate issues appropriately and troubleshoot problems using knowledge resources.
• Mediate situations with empathy and fairness and nurture positive customer relationships.
• Monitor multiple concurrent tasks and strive to meet targets independently.

Skills

International voice process

Customer service

Active listening

English proficiency

Education

Graduate degree

Job description

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 eliminate 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.
  • 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:

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.

How We'll Take Care of You:

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is inclusive of allowances and is subject to change and may be modified in the future. This role may also be eligible for bonus or incentives, one or more equity programs, benefits, and Employee Travel Credits.

India Annual Pay Range

Reasonable Accommodations:

We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.