Support Specialist, Premium
A
AirbnbHospitality technology
Location: Canada; Workplace Type: Remote. The successful applicant will need to be based in Canada. Currently, employees can be located in: British Columbia, Ontario, Quebec, Alberta, or Saskatchewan.Full-TimeMiddle
SalaryCanada Annual Pay Range $58,000 — $63,000 CAD
Apply NowOpens the employer's application page
Job Details
- Languages
- Strong communication skills in English and French.
- Experience
- 3+ years of relevant experience in multicultural customer service teams
- Required Skills
- Problem SolvingCustomer serviceStakeholder managementGoogle Workspace
Requirements
- Have 3+ years of relevant experience in multicultural customer service teams; hospitality experience is preferred.
- Have experience making calls and handling customer or client contacts; experience using phone, messaging, or live chat is preferred.
- Bring experience engaging executive-level stakeholders to resolve conflicts effectively and explain complex ideas clearly.
- Have strong written and verbal communication skills in English and French.
- Be able to work weekend days and public holidays, early morning and evening shifts, and an on-call schedule for evening and weekend emergencies.
- Organize and prioritize a high volume of work, multitask, and work within prescribed schedules.
- Demonstrate active listening, empathy, patience, and problem-solving in customer interactions.
- Have good computer skills, including Apple/Mac OS and Google Suite, and familiarity with CRM systems.
- Be adaptable to changing responsibilities, priorities, and team assignments.
- Be based in Canada, in British Columbia, Ontario, Quebec, Alberta, or Saskatchewan.
Responsibilities
- Manage assigned customer cases from initial contact through final resolution, escalating accurately when appropriate.
- Support customers and community members through live chat, social platforms, messaging, phone, and other channels.
- Resolve user issues promptly while considering context and aiming for mutual satisfaction.
- Personalize communications and provide tailored solutions and recommendations to guests and Hosts.
- Handle a high volume of cases while maintaining interaction and resolution quality.
- Share community experience insights and continuous improvement opportunities with management.
- Document ways of working, best practices, and service norms as requested.
- Provide technical, functional, and subject-matter guidance to less experienced team members.
- Share ideas to improve processes and ways of working.
- Engage internal and external stakeholders and handle emergency situations during evening and weekend on-call coverage.
View Full Description & ApplyYou'll be redirected to the employer's site
