Customer Support Specialist

📋 Description

• 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
• Provide courteous and efficient service to the worldwide Airbnb community
• Respond professionally to inbound and outbound calls, emails, messages, including urgent situations

🎯 Requirements

• Graduate with minimum 2 years of international voice process experience in a contact center/BPO
• Proficient in English with excellent comprehension, grammar, vocabulary and spelling
• Knowledge of measuring and improving customer satisfaction and loyalty across geographies
• Ability to manage sensitive customer information
• Knowledge of functional key performance metrics related to customer experience
• Must be able to pass multiple language assessments in English

🎁 Benefits

• On-site training at Airbnb office; work-from-home after nesting
• Airbnb-issued hardware provided
• Ergonomic workspace with a quiet environment
• Cameras on during meetings
• Airbnb's commitment to inclusion and belonging