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Airbnb is a community based on connection and belonging.

Senior Specialist, Escalations

GeneralGeneralFull TimeRemoteSeniorTeam 5,001-10,000Since 2007H1B SponsorCompany SiteLinkedIn

Location

Japan

Posted

11 hours ago

Salary

0

Seniority

Senior

4 yrs expEnglish

Job Description

Senior Specialist, Escalations

Airbnb

• 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 livechat, 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 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 • 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 • Continuously improve the quality and efficiency of team work by providing ongoing guidance to teammates • Provide insights about community experience and continuous improvement opportunities to Management

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
  • Excellent interpersonal and communication skills, both written and spoken, including conflict resolution
  • Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time
  • Be a strong advocate of high quality standards, innovation & hospitality with a business mindset
  • Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders
  • Calm and empathetic, you are able to adapt to any situation by personalizing responses and educating our community & team while remaining level headed in tough situations
  • Experience engaging with executive-level stakeholders, and demonstrated ability to explain complex ideas simply and clearly
  • Strong problem solving and critical thinking skills; comfort with ambiguity
  • Ability to adapt to new tasks and responsibilities as needed
  • Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments
  • Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team
  • Advanced computer literacy, including Apple/Mac OS and Google Suite
  • Language proficiency in English, other languages are a plus

Benefits

  • N/A

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