Premium Support Senior Associate

The Community You Will Join:

We are seeking a highly motivated and detail-oriented Customer Service Representative to join our elite process team. The ideal candidate will have a passion for delivering outstanding customer service and possess the skills to handle complex and high-stakes interactions with professionalism and efficiency. 

The Difference You Will Make:

The ideal candidate should possess strong communication skills, problem-solving abilities, and customer service expertise. They should also be adaptable, responsive, proactive, resourceful, efficient, and demonstrate a high level of professionalism and confidentiality. This is a full-time position based in Gurugram,India. Please note that this role may require working in-office in alignment with business needs. The Premium Support Senior Associate will interact directly with customers and internal stakeholders, taking ownership of cases and ensuring complete resolution while building strong relationships with users.

A Typical Day:

Provide Personalised and Exceptional Customer Support:

• Deliver bespoke and high-quality customer service to guests and Hosts, ensuring their unique needs and preferences are met with the utmost care and attention. 
• This involves understanding the specific requirements of high-end customers and tailoring interactions to provide a personalised experience that reflects Airbnb’s commitment to excellence. 
• Given the diverse cultural backgrounds and preferences of the users, the representative should be adept at customising their approach to suit individual customer needs.

Complex Case Management:

• Provide the highest level of service to the Airbnb community in every case.
• Interact with Airbnb customers and community members through various channels, including live chat, social platforms, messaging, and phone.
• Take complete ownership of all assigned cases, ensuring a final resolution or settlement is reached based on workflows and management guidelines. Foster relationships with users and escalate to other teams when necessary.
• Demonstrate an ownership mentality and good judgment, with the ability to question and deviate from workflows when needed, but only with management approval.
• Be highly receptive to feedback from management and quality teams, and quickly adopt behaviours to improve work quality.

Combining Efficiency with Bespoke Quality:

• Deliver tailored, high-quality service to guests and Hosts, meeting their unique needs with care.
• Handle high case volumes without compromising quality, and proactively enhance user experiences.
• Resolve issues quickly, ensuring mutual satisfaction, while upholding top hospitality standards in every interaction.

Participating in Your Team’s Improvement:

• Leverage your functional operational knowledge to proactively support team success.
• Provide insights about community experience and continuous improvement opportunities to your management.
• Help document ways of working, best practices, and norms for your service(s) as requested by management.
• Provide technical/functional/subject matter expertise to less experienced team members.

Going Above and Beyond:

• Anticipate the customer's needs and proactively offer solutions or suggestions. By understanding their situation, you can provide relevant information or options to make their experience smoother.
• Strive to provide prompt and efficient service. Respond to customer inquiries or issues in a timely manner, ensuring that their concerns are addressed quickly and effectively.

 Stakeholder Engagement:

• Gain the trust of internal and external stakeholders through effective relationship management and delivering results.
• Display openness and approachability when resolving issues.
• Understand the key drivers of your function and how they relate to one another, as well as the business impact of those metrics.
• Be on-call to handle emergency situations in the evenings and weekends.

Your Expertise:

• 7+ 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
• Graduate or above.
• 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.
• Ability to work weekend days and public holidays required, as well as evening shifts. Your schedule can change to meet business needs
• Excellent verbal and written communication skills are essential for providing exceptional customer service to guests and hosts and engaging with stakeholders.
• Ability to understand guest needs and provide personalised recommendations and assistance.
• Important for dealing with customers, especially in high-pressure situations.
• Ability to manage a high volume of work, multitask, prioritise, and adhere to prescribed schedules, including breaks, lunches, and training time.
• A strong passion for delivering exceptional customer service and setting a high bar.
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively.
•  Proficiency in computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems, with the ability to quickly learn new tools.Also basic understanding around handling tools such as Google sheet,Google Doc etc.
• Proficiency in English is required, and knowledge of other languages is a plus.
• Along with the primary intelligence to understand the query, the Ambassador must possess emotional intelligence to dig down the root cause of the query to resolve the issue completely to meet customer needs from the grassroot level.

Our Commitment To Inclusion & 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.