Support Specialist, R1

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About the role

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 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 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

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