CS Delivery - Specialist, Safety

About the role

About the Role

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. We are looking for a talented and experienced person, who will look after a variety of Safety concerns for our community, including but not limited to: Discrimination, Personal Safety Threats, Domestic Violence, Suicide or Self Harm, Child Exploitation, Physical Assault and Sexual Assault, Drugs activity, Sex Work and Human Trafficking. The successful candidate will demonstrate an excellent understanding of how to properly identify threatening and harmful circumstances, empathetic communication, use of good judgment, and quick decision making, with the goal of providing the best support possible for the Survivors and restore their status quo. This is a full time position based in Singapore. This position is a frontline, contact center role interacting directly with the customers. Successful candidates need strong communication skills, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

Responsibilities

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed. Complex case management: Has “perfected the core” of your role of providing the highest level of service to our community - Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including livechat, social platforms, messaging, and directly through the phone - End-to-end management of complex cases with the objective to resolve customers’ issues based on workflows & management guidelines - Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate - Takes on casework at a degree of severity/complexity under close supervision

Your background & experience

• 3+ years of relevant experience in customer service, emergency services, or a similar role operating in a contact center environment making calls and handling customer/client contacts
• Hospitality experience is a plus, in particular working for technology platforms.
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs
• Ability to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materials

Your skills & expertise

- Very good interpersonal and communication skills, both written and spoken, including conflict resolution. - Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time - Basic computer literacy, including Apple/Mac OS and Google Suite - Language proficiency in English, other languages are a plus Reasonable Accommodations: We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.

How to apply: Apply via Airbnb's careers page. Apply here: https://careers.airbnb.com/positions/8302846/