Customer Service Expert for Luxury Reservations

1 week ago

Montreal, Quebec, Canada airbnb, Inc. Full time

Airbnb is a global platform that connects hosts with guests from around the world. With over 4 million hosts and 1 billion guest arrivals, we strive to provide unique and authentic experiences for our users.

The Role:

We are seeking a skilled Customer Service Expert to join our team in Montréal, Canada. This full-time position requires strong communication skills, problem-solving abilities, and customer service expertise.

  • As a Customer Service Expert, you will interact directly with customers and internal stakeholders, providing end-to-end support for key members of our community experiencing issues with their reservations.
  • You will take ownership of assigned cases, ensuring complete final resolution based on workflows, management guidelines, and your own assessment of the case situation.
  • Becoming a subject matter expert in Airbnb policies and procedures is essential for this role.
  • You will operate with little to no support from leadership and be responsible for explaining complex information, providing context, and addressing complex questions with confidence.

Key Responsibilities:

  • Provide exceptional customer support to guests and hosts, ensuring their unique needs and preferences are met with the highest level of care and attention.
  • Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances.
  • Multitask and handle multiple issues simultaneously with efficiency and speed.
  • Articulate a rationale and make decisions on when and how to make workflow exceptions.

Requirements:

  • 4+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred).
  • Hospitality experience is a plus, particularly 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 for providing exceptional customer service to guests/hosts & engage with stakeholders.
  • Empathy and patience in dealing with customers, especially in high-pressure situations.
  • Strong organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments.
  • 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.
  • Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives.
  • Advanced computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools.
  • Language proficiency in English, other languages are a plus.

Location:

This position requires candidates to be based in Canada to conduct their work effectively.

Salary:

$60,000 - $80,000 per year, depending on experience.

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