Customer Support Specialist

Join Airbnb as a Customer Support Specialist in Gurugram, India, providing efficient service to the global community and resolving customer inquiries. 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.

• •Provide courteous and efficient service to the worldwide Airbnb community
• •Be a first point of contact to handle and resolve customer complaints
• •Respond professionally to inbound and outbound phone calls, emails, messages, including any urgent situations
• •Identify and escalate issues appropriately
• •Compose thoughtful and accurate messages or customize prepared responses to customer emails
• •Utilize available resources to research and troubleshoot problems effectively
• •Investigate from the existing knowledge resources to provide resolution
• •Mediate situations between users with empathy and fairness
• •Monitor and control numerous concurrent tasks in tandem
• •Be ambassadors embodying knowledge, empathy, and accountability
• •Proactively strive to meet targets and goals independently

• •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 Annual Pay Range ₹500,000 — ₹590,000 INR.

• •Graduate with minimum 2 years of international voice process experience in a contact center/BPO
• •Proven language ability in English with excellent comprehension, grammar, vocabulary and spelling
• •Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies
• •Ability to manage sensitive customer information
• •Knowledge of functional key performance metrics related to customer experience
• •Excellent English reading, comprehension, and writing skills
• •Excellent active listening skills with the ability to understand verbal nuances
• •Must be able to pass multiple language assessments in English
• •Internet: Minimum 10 Mbps high-speed internet on the laptop for seamless work and virtual meetings
• •Workspace: Quiet, private area free from interruptions; no shared/public spaces allowed
• •Furniture & equipment: Ergonomic chair, desk, and proper lighting for comfortable, focused work. Cameras must be on during meetings unless otherwise stated. Only using Airbnb issued hardware and software including noise canceling headsets, laptop etc.