Airbnb
Specialist,PremiumSupport(Frenchspeaking)
“Specialist, Premium Support (French speaking) at Airbnb. Skills: Customer Service, English and French language proficiency, Problem-solving, Communication. Provide the highest level of service to our community in each and every case. Interact with Airbnb customers and community members through all current and future channels”
What You'll Achieve.
Ensuring complete resolution of cases; Fostering relationships with users; Delivering the highest standards of service; Enhancing the user experience; Achieving mutual satisfaction in issue resolution; Delivering results for stakeholders
Industry & Context.
Problem-solving abilities; Understands multiple perspectives on a topic or situation; Able to evaluate and present multiple options for addressing a problem; Skill to question, adapt, and deviate from the workflow when needed only through management approval
Must be based in Ireland, Ability to work weekend days and public holidays, Ability to work early morning / evening shifts, Schedule can change to meet business needs, On-call to handle emergency situations in the evenings & weekends
What They're Looking For.
Must Have
Fluent in both English and French, Advanced proficiency in spoken and written communication in both English and French, Right to work in Ireland
Nice to Have
Hospitality experience, Experience working for technology platforms, Prior experience using phone, messaging, or live chat to interact with users/customers, Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, Demonstrated ability to explain complex ideas simply and clearly, Other languages are a plus
What You'll Do.
Provide the highest level of service to our community in each and every case
Interact with Airbnb customers and community members through all current and future channels
Take end-to-end ownership of all assigned cases
Ensure complete resolution of cases based on workflows & management guidelines
Foster relationships with users
Escalate accurately to other teams when appropriate
Provide personalized and exceptional customer support to guests and Hosts
Handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution
Proactively anticipate and identify opportunities to enhance the user experience
Offer tailored solutions and recommendations
Resolve user issues quickly and to a high level of mutual satisfaction
Personalize communications to users
Leverage functional operational knowledge to proactively support team success
Provide insights about community experience and continuous improvement opportunities to management
Help document ways of working
and norms for services
Provide technical/functional/SME to less experienced team members
Share ideas to improve processes and ways of working
Take on various tasks and responsibilities as needed
Handle emergency situations in the evenings & weekends
How You'll Work.
Team & Collaboration
Interact directly with both customers & internal stakeholders; Escalate accurately to other teams when appropriate; Engage with senior stakeholders; Collaborate cross-functionally; Support team success; Provide technical/functional/SME to less experienced members of the team; Share ideas to improve processes and ways of working; Willing to take on various tasks and responsibilities (including moving teams); Effective relationship management with internal & external stakeholders
Communication Scope
Very good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders; Ability to explain complex ideas simply and clearly
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