Customer Support Specialist

As a Resolution Specialist at Airbnb, you will be joining the Customer Support team, playing a vital role in addressing community inquiries and concerns. Your responsibilities will include: - Providing courteous and efficient service to the worldwide Airbnb community - Being the first point of contact to handle and resolve customer complaints - Responding professionally to inbound and outbound phone calls, emails, messages, including urgent situations - Identifying and escalating issues appropriately - Composing thoughtful and accurate messages or customizing prepared responses to customer emails - Utilizing available resources to research and troubleshoot problems effectively - Investigating from existing knowledge resources to provide resolution - Mediating situations between users with empathy and fairness - Monitoring and controlling numerous concurrent tasks in tandem - Being an ambassador embodying knowledge, empathy, and accountability - Proactively striving to meet targets and goals independently A typical day in this role will involve working in the Operations (Resolutions) job family, handling inbound and outbound calling processes, messages, and email support, resolving customer queries in a timely manner, and supporting 24x7 shifts with rotational week offs, primarily for North America time zones. The job location is in Gurgaon. Your expertise should include being a graduate with a minimum of 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, and the ability to manage sensitive customer information. You should also be familiar with functional key performance metrics related to customer experience. Other requirements for this role include having a minimum of 10 Mbps high-speed internet, a quiet, private workspace free from interruptions, and the necessary furniture and equipment such as an ergonomic chair, desk, proper lighting, and Airbnb-issued hardware and software including noise-canceling headsets and laptop. It is important to note that hiring/training and nesting are done in the Airbnb Office, and satisfactory performance is required for work from home post the initial training and nesting period. Only work from designated home office setups in Delhi/Gurgaon is allowed. Airbnb is committed to fostering inclusion and belonging by working with a diverse talent pool. They believe diverse ideas lead to innovation and engagement, allowing them to attract creatively-led individuals and develop the best products, services, and solutions. All qualified individuals are encouraged to apply.,