Customer Advisor in Athens

Details:

A global company of innovative travel platform offering unique accommodation experiences that personalize your journeys. Explore a variety of lodging options worldwide and find a home that suits your style.. The Community Support team are the hosts to the community on a journey to build the world's most loyal travel community through exceptional service.

Responsibilities:

● Provide friendly and efficient service to the worldwide Airbnb community.
● Respond professionally and with empathy to all interactions with the Community.
● Be a first point of contact to handle and resolve customer complaints/queries.
● Anticipate needs and offer creative solutions by adding extra love, delight, or kindness when you can to the users.
● Demonstrate ownership of user queries until resolution or escalation.
● Investigate, identify and escalate issues appropriately, by prioritizing urgent and sensitive matters
● Compose thoughtful and accurate messages utilize prepared responses to customer queries.
● Research information and troubleshoot problems using available resources.
● Recognise product and process issues that impact our community and submit reports and feedback.
● Maintain accuracy and security of customer information on Airbnb systems.
● Flexible with work schedule, including weekends and public holidays.

Requirements

Certainly! Here are the provided points formatted as bullet points:

- Prioritizing the needs and satisfaction of the community by creating belonging and reproducing Airbnb's culture during every interaction with a user.
- Motivated to meet and exceed individual targets while supporting team goals for the greater good of the Airbnb community.
- Effectively organizing priorities and setting expectations, leveraging all available resources to deliver on personal targets, service levels, and KPIs.
- Ability to independently assess ambiguous scenarios to make informed judgment calls based on available workflows and policies, while simultaneously escalating issues requiring leadership review or additional expertise.
- Ability to display ownership and accountability with your work, proactively setting expectations with stakeholders and following through on commitments.
- Consistently practice active listening and communication to monitor tone, emotional clues, and cultural nuances, with a willingness to learn and acknowledge a wide scope of accents/slangs from different backgrounds.
- Skilled in writing clear and personalized (pre-formatted) text/phrases, with the ability to adapt information concisely for any audience and any medium of communication. Typing speed of 40 wpm with 90% accuracy required.
- Ability to deliver a message with confidence and explain product/policies in an effective and friendly manner. Remain patient in difficult conversations and adjust style naturally to any situation and audience.
- Displaying genuine care, support, and understanding of one's specific situation and feelings to build rapport and trust.
- Mediate conflicts or disputes to find resolutions that best satisfy all parties involved, including the business.
- Easily adapt to adverse situations and manage stress methodically with resilience and determination.
- Ability to quickly learn new tools, workflows, and processes while turning mistakes/challenges into opportunities for growth.
- Ability to perform as part of a team, welcoming new ideas and contributing to make progress in reaching common organizational goals.
- Ability to maintain a calm, productive, and collaborative demeanor in a fast-paced and ever-changing environment, being comfortable seeking help when needed.
- Strong work ethic and commitment to do things right, maintaining confidentiality of data and using tools responsibly.
- Passionate about solving challenging issues by anticipating needs and focusing on creative solutions.
- Accomplish tasks to a high degree of detail and accuracy while finding inspiration in the details to add extra love, delight, or kindness when possible.
- Analyze issues systematically to determine possible root causes, fully understanding the situation and its context.
- Ability to assess and evaluate the impact of every action and unforeseen challenge.

Language skills (production language + English level):

C1 proficiency level for English + language in EMEA.

Schedule:

Monday to Sunday 8 hours - working hours: 09:00 - 00:00. This can be modified upon the needs of the season and the requests of Airbnb. Shifts are flex, meaning day over day and week over week, shifts may vary

Working conditions (On site / Hybrid / Remote):

• WFA in Greece
• WFH requirement: Dedicated space for WFH office, checked during the interview phase. The set up will be like office: 2 monitors, chrome box, keyboard and mouse
• Internet requirements: Speedtest needed as per WH requirements. Meaning that: Mobile data is OUT OF SCOPE. Only Fixed internet connections is allowed with the minimum Upload speed of 1.5 Mbps / 20Mbps Upload. Desktops should be connected with eathernet cables with the Internet box
HYBRID model: All new hires will start from Office and then according to many factors, Operations will decide if and when will be moved to WFH model

Training (duration + language spoken):

Mon - Fri 9:00 - 17:00 / 10:00 - 18:00 / 11:00 - 19:00, it all depends from the participation from all sites, with different time zones.