Airbnb is a community based on connection and belonging.
Senior Specialist, Escalations
Location
Singapore
Posted
12 hours ago
Salary
0
Seniority
Senior
Job Description
Senior Specialist, Escalations
Airbnb
• Interact with Airbnb customers and community members through all current and future channels • 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 more • 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 simplify complex information, provide appropriate context, and address complex questions with confidence.
Job 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 working hours
- Professional development opportunities
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