Specialist, Premium Support (Italian)

3+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry Experience making calls and handling customer/client contacts Experience engaging with executive-level stakeholders to resolve conflicts Ability to work weekend days and public holidays, as well as early morning / evening shifts Very good verbal and written communication skills for providing exceptional customer service Active listening skills to understand guest needs and provide personalized recommendations Empathy and patience in dealing with customers Ability to organize a high volume of work, multitask & prioritize Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems Language proficiency in English and Italian, written and spoken

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 Take end-to-end ownership of all assigned cases ensuring complete resolution Provide personalized and exceptional customer support to guests and Hosts Proactively anticipate and identify opportunities to enhance the user experience Provide insights about community experience and continuous improvement opportunities to your Management Help document ways of working, best practices, and the norms for your service(s) Provides technical/functional/SME to less experienced members of the team On-call to handle emergency situations in the evenings & weekends