Qureos Mentor

Airbnb

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 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:
 
 
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 Accessible support that&rsquo;s easy to find
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 Faster resolution, preferably first time
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 A team that&rsquo;s there for them in times of urgent need
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 Support that&rsquo;s built around them
 
 
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 The Difference You Will Make
 
 
 
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 Provide courteous and efficient service to the worldwide Airbnb community
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 Be a first point of contact to handle and resolve customer complaints
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 Respond professionally to inbound and outbound phone calls, emails, messages, including any urgent situations
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 Identify and escalate issues appropriately
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 Compose thoughtful and accurate messages or customize prepared responses to customer emails
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 Utilize available resources to research and troubleshoot problems effectively
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 Investigate from the existing knowledge resources to provide resolution
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 Mediate situations between users with empathy and fairness
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 Monitor and control numerous concurrent tasks in tandem
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 Be ambassadors embodying knowledge, empathy, and accountability
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 Proactively strive to meet targets and goals independently
 
 
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 A Typical Day
 
 
 
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 Job Family : Operations (Resolutions)
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 Inbound and outbound calling process, messages and email support
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 Resolving customer queries in a timely manner
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 24x7 shifts with rotational week offs, primarily supporting North America time zones
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 Navigate competing priorities in all kinds of environment
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 Job location: Gurgaon
 
 
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 Your Expertise
 
 
 
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 Graduate with minimum 2 years of international voice process experience in a contact center/BPO
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 Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies
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 Ability to manage sensitive customer information
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 Knowledge of functional key performance metrics related to customer experience
 
 
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 Other Requirements
 
 
 
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 Internet: Minimum 10 Mbps high-speed internet on the laptop for seamless work and virtual meetings.
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 Workspace: Quiet, private area free from interruptions; no shared/public spaces allowed.
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 Furniture &amp; equipment:
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 Ergonomic chair, desk, and proper lighting for comfortable, focused work. Cameras must be on during meetings unless otherwise stated.
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 Only using Airbnb issued hardware and software including noise canceling headsets, laptop etc.
 
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 Approved locations:
 
 
 
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 Hiring/Training and Nesting in the Airbnb Office; satisfactory performance is required for work from home post the initial training and nesting period.
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 Work from designated home office setups in Delhi/Gurgaon only
 
 
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 Our Commitment To Inclusion &amp; Belonging
 
 
 
 Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
 
 
 
 How We'll Take Care Of You
 
 
 
 Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is inclusive of allowances and is subject to change and may be modified in the future. This role may also be eligible for bonus or incentives, one or more equity programs, benefits, and Employee Travel Credits.
 
 
 India Pay Range
 
 
 ₹460,000&mdash;₹557,000 INR
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Customer Support Specialist

<div>
 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.
 
 
 About Airbnb: Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique travel experiences around the world. Whether an apartment for a night, a castle for a week or a villa for a month, Airbnb allows people to Belong Anywhere through unique travel experiences at any price point, in more than 85,000 cities and over 191 countries. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people.
 
 
 About Airbnb Capability Center: Airbnb Capability Center was set up in 2017 in Gurgaon to service the global Airbnb community. We are a fast-growing, up-and-coming office and home to the most hospitable people you will ever meet! Our small and extremely capable team of Gurgaon-based colleagues strive to make the impossible happen for our inbound and outbound travelers within this big and diverse market. Airbnb Capability Center is providing varied services under Community Support thereby providing world-class customer experience to our customers. Besides this, Airbnb Capability Center is also building deep capabilities for different verticals like Homes, Finance Technology Group, Finance Shared Services, Analytics, Engineering, etc.
 
 
 
 The Community You Will Join
 
 
 
 You would be joining a dynamic team in Community Support as a Supervisor and will be responsible to manage the team of specialists who would support the worldwide Airbnb community with their friendly and efficient ways of service. You will be needed to partner with Quality, Compliance, Training, Workforce Management and other functions to drive your team towards excellence through regular performance feedback and developing members of the team to ensure career growth.
 
 
 
 The Difference You Will Make
 
 
 
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 Strengthen and maintain site&rsquo;s position in the network as #1 Site on a consistent basis
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 Ensure team&rsquo;s success on key metrics such as NPS and Ownership among others
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 Ensure timely and quality support to the Airbnb Community
 
 
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 A Typical Day
 
 
 
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 Drive the team to meet and exceed metric expectations; understand how to leverage the team to improve outcomes and take action to meet goals through regular check-ins.
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 Keep up with day-to-day management duties such as scheduling, shift approvals, team and one-on-one meetings.
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 Be a confident problem solver, come up with data driven insights and create a solutions orientated environment.
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 Identify and implement improvement opportunities
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 Constantly evaluate workflows and find ways for them to be more efficient, relevant and valuable both internally and externally
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 Understand the top user issues and make recommendations to improve Airbnb products and policies; support the team in being the voice of the customer to the rest of the company.
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 Stay connected to the customer by spending at least one hour/week working on tickets and handling occasional escalated issues.
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 Balance and prioritize the above based on seasonality and the needs of customers, team and Airbnb.
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 Lead and/or participate in projects outside of the scope of your department, as assigned by your manager.
 
 
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 Your Expertise
 
 
 
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 Fluency in English, both verbal and written.
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 Passionate about customer experience, understands the importance to Airbnb.
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 The candidate must be leading a customer facing team in their current role, where user feedback is a key success metric.
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 Experience leading, inspiring, coaching and motivating others to meet goals and metrics.
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 Strong analytical skills; able to tell a story with data and metrics.
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 Prior track record of Innovation and focus on execution
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 Clear, concise communicator who can build collaborative and positive relationships.
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 Flexibility and adaptability, able to work well in an ambiguous environment.
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 Works well in ambiguity and embraces the adventure
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 Should be comfortable with flexible shift timings (24*7 shifts).
 
 
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 Our Commitment To Inclusion &amp; Belonging
 
 
 
 Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
 
 
 
 Location:
 
 
 
 Gurugram
 
 
 
 How We'll Take Care Of You
 
 
 
 Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is inclusive of allowances and is subject to change and may be modified in the future. This role may also be eligible for bonus or incentives, one or more equity programs, benefits, and Employee Travel Credits.
 
 
 India Pay Range
 
 
 ₹1,190,000&mdash;₹1,696,000 INR
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Supervisor, Community Support

Join Airbnb and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Airbnb

ABOUT_COMPANY

Customer Support Specialist

Supervisor, Community Support