Taking applicationsVoice Support·Posted 14h ago
Support Specialist, R1
AirbnbVerified company
Gurugram, India
Pay
Not listed
Job type
Full-time · On-site
Hours
US hours
Location
Gurugram, India
EnglishMid level
About the role
Customer support role handling inbound and outbound calls, messages and emails for Airbnb guests and hosts, with complaint resolution and escalation. It is based in Delhi/Gurgaon only, uses 24x7 rotational shifts primarily covering North America time zones, and requires at least two years of international voice-process experience.
What you'll do
- Handle inbound and outbound calls, emails and messages
- Resolve customer complaints as first point of contact
- Escalate issues appropriately
- Research and troubleshoot problems
- Mediate between users with empathy and fairness
- Meet targets and goals
- Manage multiple concurrent tasks
- Support North America time zones
What you'll need
- Graduate
- Minimum 2 years international voice process experience
- Contact center/BPO experience
- Customer satisfaction measurement knowledge
- Ability to manage sensitive customer information
- Minimum 10 Mbps internet
- Quiet private workspace
- Work from designated home office in Delhi/Gurgaon only
Skills
Customer complaint resolutionInbound and outbound phone supportEmail and message supportIssue escalationEmpathy and fairness in mediationKPI monitoringMultitaskingSensitive data handling
Benefits
Equipment providedWork from home after initial training and nesting
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