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Senior Customer Support Specialist ID - 13842

Full Job Description

Airbnb - Senior Customer Support Specialist

Airbnb, a global leader in the hospitality industry, seeks an experienced and empathetic Senior Customer Support Specialist to join our team in Austin, Texas. This critical role involves resolving customer inquiries, handling complaints, and providing exceptional support to our users. The successful candidate will possess strong communication and problem-solving skills, and a proven ability to handle high-pressure situations with grace and professionalism.

Responsibilities:
  • Resolve customer inquiries and complaints via phone, email, and chat.
  • Provide exceptional customer service, ensuring customer satisfaction.
  • Troubleshoot technical issues and provide solutions.
  • Handle escalated customer issues and complaints.
  • Collaborate with other teams to resolve complex issues.
  • Maintain accurate records of customer interactions.
  • Identify trends and patterns in customer inquiries to improve support processes.
  • Contribute to the development of knowledge base articles and training materials.
  • Mentor and train junior customer support specialists.
  • Ensure compliance with Airbnb's customer support policies and procedures.

Qualifications:
Airbnb offers a competitive salary and benefits package, including health insurance, paid time off, and a retirement plan. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

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Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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