Guest Support Specialist
Company Overview:
Airbnb is a global platform for unique stays and experiences. We connect people seeking travel accommodations with hosts offering distinctive places to stay around the world. Our mission is to create a world where anyone can belong anywhere, providing authentic and personalized travel experiences.
Job Summary:
We are seeking an empathetic and efficient Guest Support Specialist to join our team in Phoenix, Arizona. This role involves providing support to Airbnb guests via phone, email, and chat, assisting with booking inquiries, reservation issues, and general questions to ensure a smooth and positive travel experience. You will be a key point of contact for guests, resolving their concerns and helping them navigate the platform.
Responsibilities: Provide timely and empathetic support to Airbnb guests via phone, email, and chat. Assist guests with booking inquiries, modifications, cancellations, and payment issues. Resolve issues related to reservations, including check-in problems, listing discrepancies, and disputes. Educate guests on Airbnb policies, procedures, and features. Troubleshoot issues with the Airbnb platform and app. Handle sensitive situations with professionalism and discretion. Document all guest interactions and resolutions accurately in the support system. Identify trends in guest inquiries and provide feedback to improve processes and products. Maintain a high level of guest satisfaction. Adhere to established support procedures and quality standards. Collaborate with team members and other departments, including Host Support and Trust & Safety, to resolve complex cases. Stay up-to-date on product changes, policies, and procedures. Maintain a positive and professional attitude in all guest interactions. Manage multiple support channels simultaneously. Assist with creating and updating support documentation. Meet or exceed performance metrics, including response time, resolution time, and guest satisfaction scores. Handle confidential guest information responsibly. Participate in ongoing training and coaching sessions. Contribute to a positive team environment. Identify opportunities for proactive support. Escalate potential safety or security issues appropriately. Use internal tools and resources effectively to find solutions. Provide feedback on tool usability and effectiveness. Adapt communication style to suit the guest. Be a brand advocate for Airbnb. Assist with testing new support processes or tools. Contribute to knowledge base articles. Troubleshoot payment or billing issues. Handle complaints and provide appropriate resolutions. Support guests with account-related issues. Ensure compliance with company policies. Qualifications: High school diploma or equivalent; Associate's or Bachelor's degree preferred. Minimum of 1+ year of experience in customer service or support, preferably in the hospitality, travel, or tech industry. Excellent written and verbal communication skills. Strong problem-solving and troubleshooting abilities. Ability to empathize with guests and provide patient support. Proficiency in using customer support software and tools. Ability to multitask and manage time effectively. Comfortable working in a dynamic, technology-driven environment. Ability to work independently and as part of a remote or distributed team. Strong attention to detail. Ability to handle stressful situations calmly and professionally. Familiarity with the Airbnb platform as a user is a plus. Flexibility to work different shifts, including evenings, weekends, or holidays, may be required. Proficiency in multiple languages is a plus. Experience with Zendesk, Salesforce Service Cloud, or similar platforms is a plus. Ability to follow protocols while maintaining a personal touch. Commitment to continuous improvement. Airbnb is an equal opportunity employer.
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