Support Specialist, R1

Airbnb·Gurugram, Indiamid

En corto

→Especialista en soporte al cliente global para anfitriones y huéspedes de Airbnb.
→Resuelves llamadas, correos y mensajes urgentes con empatía y eficiencia, 24x7 en turnos rotativos.
→Requiere inglés avanzado y conexión de internet de alta velocidad en un espacio de trabajo privado.

Must be able to pass multiple language assessments in English

En ~1 minuto te damos: quién te entrevista, las preguntas probables con respuestas desde tu CV, y tu CV adaptado a esta vacante. Gratis, sin tarjeta.

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¿Qué piden?

✓Graduado con 2+ años en soporte telefónico internacional en contacto center/BPO
✓Experiencia comprobada en satisfacción y retención del cliente
✓Manejo seguro de información sensible
✓Capacidad para gestionar múltiples tareas concurrentes
✓Inglés excelente en lectura, escritura y comprensión auditiva
✓Capacidad de pasar evaluaciones multilingües en inglés

¿No cumplís todo? Es lo normal — tu dossier gratis te dice qué gaps tenés y cómo cubrirlos en la entrevista.

Inbound and outbound callingEmail supportMessaging supportCustomer experience metricsKnowledge resourcesEscalation proceduresVirtual meetingsNoise canceling headsetAirbnb-issued laptopHigh-speed internet (10 Mbps)

¿A quién escribirle en Airbnb?

Tu dossier gratis identifica a las personas que te entrevistarían — con su background, qué valoran y cómo escribirles para destacar antes de aplicar.

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:&nb

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