Senior Specialist – Premium Support – French
| Company | Airbnb |
|---|---|
| Location | British Columbia, Canada |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- 4+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
- Very good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders
- Active listening skills
- Empathy and patience in dealing with customers, especially in high-pressure situations
- Strong organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments
- Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively
- Advanced computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools
- Language proficiency in English and French, written and spoken, other languages are a plus
Responsibilities
- Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools
- Take end-to-end ownership of all assigned cases: ensuring a complete *final* resolution is reached based on workflows, management guidelines & your own assessment of the case situation
- Become a subject matter expert in Airbnb policies and procedures
- Operate with little to no support from your leadership
- Explain and simplify complex information, provide appropriate context, and address complex questions with confidence
- Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations
- Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises
- Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances
- Ability to multitask and handle multiple issues at the same time with efficiency and speed
- Ability to articulate a rationale and make decisions on when and how to make workflow exceptions
- Personalize communications to users, demonstrating the highest hospitality standards
- Provide insights about community experience and continuous improvement opportunities to your Management
- Collaborate with management & leadership to identify process and policy inconsistencies and recommend improvements for the dedicated user segment
- May support Management on initiatives as assigned, such as to drive performance improvements, supporting Management on consultations, acting as a subject matter expert, etc.
- Will take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work
- Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt
- You are on-call to handle emergency situations in the evenings & weekends
- Inspire a culture where quality is a core principle
Preferred Qualifications
- 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 engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly