Airbnb
5001 - 10000 employees
Founded 2007
👥 B2C
🛍️ eCommerce
💰 Post-IPO Equity on 2020-12
B2C • eCommerce • Hospitality
Airbnb is a global online marketplace that connects people looking for accommodation with hosts offering unique and diverse lodging options, often in residential properties. Users can book spaces ranging from one-bedroom apartments to entire homes and boutique hotels. Airbnb also offers experiences, allowing guests to book activities hosted by locals, providing an authentic travel experience.
Senior Specialist, Escalations
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🔥 0 minutes ago
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Airbnb
5001 - 10000 employees
Founded 2007
👥 B2C
🛍️ eCommerce
💰 Post-IPO Equity on 2020-12
B2C • eCommerce • Hospitality
Airbnb is a global online marketplace that connects people looking for accommodation with hosts offering unique and diverse lodging options, often in residential properties. Users can book spaces ranging from one-bedroom apartments to entire homes and boutique hotels. Airbnb also offers experiences, allowing guests to book activities hosted by locals, providing an authentic travel experience.
📋 Description
• Provide the highest level of service to our community in each and every case • Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including live chat, social platforms, messaging, and directly through the phone • End-to-end management of complex cases with the objective to resolve customers’ issues based on workflows & management guidelines • Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate. • Skillfully guides to resolution cases that require greater judgment or deviate from the workflow including those that do not even have a clear workflow • Operates with little support from your leadership on most casework tasks • Ability to take a step back from the case handling to de-escalate a situation and assess the best resolution taking into account user communications as well as behaviors & unsaid elements - “read through the lines” • Collaborates cross-functionally within CS and outside of it to resolve issues related to complex cases • Explains and simplifies complex information, provide appropriate context, and address complex questions with confidence
🎯 Requirements
• 4+ years of relevant experience in customer service, mediation, social media response, front desk, or a similar role operating in a contact center environment making calls and handling customer/client contacts • Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred. • Experience collaborating with internal stakeholders and/or third party providers to resolve conflicts in a detailed, effective and timely manner • Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs.
🏖️ Benefits
• Health insurance • Flexible work arrangements • Professional development opportunities
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