Customer Support Specialist

<div class="content-intro"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></p></div><div><strong>About Airbnb</strong><br>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.<br><br><strong>The Community You Will Join: </strong><br>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 -</div> <ul> <li>Accessible support that’s easy to find</li> <li>Faster resolution, preferably first time</li> <li>A team that’s there for them in times of urgent need</li> <li>Support that’s built around them</li> </ul> <div><strong>The Difference You Will Make:</strong></div> <ul> <li>Provide courteous and efficient service to the worldwide Airbnb community</li> <li>Be a first point of contact to handle and resolve customer complaints</li> <li>Respond professionally to inbound and outbound phone calls, emails, messages, including any urgent situations</li> <li>Identify and escalate issues appropriately</li> <li>Compose thoughtful and accurate messages or customize prepared responses to customer emails</li> <li>Utilize available resources to research and troubleshoot problems effectively</li> <li>Investigate from the existing knowledge resources to provide resolution</li> <li>Mediate situations between users with empathy and fairness</li> <li>Monitor and control numerous concurrent tasks in tandem</li> <li>Be ambassadors embodying knowledge, empathy, and accountability</li> <li>Proactively strive to meet targets and goals independently</li> </ul> <div><strong>A Typical Day:&nbsp;</strong></div> <ul> <li>Job Family : Operations (Resolutions)</li> <li>Inbound and outbound calling process, messages and email support</li> <li>Resolving customer queries in a timely manner</li> <li>24x7 shifts with rotational week offs, primarily supporting North America time zones</li> <li>Navigate competing priorities in all kinds of environment</li> <li>Job location: Gurgaon</li> </ul> <div><strong>Your Expertise:</strong></div> <ul> <li>Graduate with minimum 2 years of international voice process experience in a contact center/BPO</li> <li>Proven language ability in English with excellent comprehension, grammar, vocabulary and spelling</li> <li>Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies</li> <li>Ability to manage sensitive customer information</li> <li>Knowledge of functional key performance metrics related to customer experience</li> </ul> <div><strong>Other requirements:</strong></div> <div> <ul> <li>Internet: Minimum 10 Mbps high-speed internet on the laptop for seamless work and virtual meetings.</li> <li>Workspace: Quiet, private area free from interruptions; no shared/public spaces allowed. <ul> <li>Excellent English reading, comprehension, and writing skills</li> <li>Excellent active listening skills with the ability to understand verbal nuances</li> <li>Must be able to pass multiple language assessments in English</li> </ul> </li> <li>Furniture &amp; equipment: <ul> <li>Ergonomic chair, desk, and proper lighting for comfortable, focused work. Cameras must be on during meetings unless otherwise stated.</li> <li>Only using Airbnb issued hardware and software including noise canceling headsets, laptop etc.</li> </ul> </li> </ul> </div> <div><strong>Approved locations:&nbsp;</strong></div> <ul&gt