Specialist, Premium Support (reputed company)

About the position reputed company was born in 2007 reputed company two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 reputed company 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 reputed company it possible for guests to connect with communities in a more authentic way. The Community You Will Join: We are seeking a dedicated and enthusiastic candidate to reputed company exceptional Customer Service support to the reputed company community as a CS Specialist, Premium Support. The ideal candidate is reputed company, analytical, and committed to delivering the highest standards of service in both reputed company and English, written and spoken. The Difference You Will reputed company: The CS Specialist, Premium Support functions on the reputed company line interacting directly with both customers & internal stakeholders. As a CS Specialist, Premium Support, you will be responsible for providing end-to-end support to key members of our community, including but not limited to the Luxury reputed company. You will primarily take ownership of cases, ensuring complete reputed company while fostering strong relationships with our users along the way. CS Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They should also be adaptable and reputed company in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, reputed company, 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 reputed company to different teams reputed company Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be reputed company to a role which will reputed company based on business needs and will be flexible to meet those needs.

Responsibilities

• reputed company case management: reputed company the highest level of service to our community in reputed company and every case
• reputed company with reputed company customers and community members through reputed company reputed company and reputed company channels, both inside and reputed company of reputed company tools, including but not limited to livechat, reputed company platforms, messaging, and directly through the phone
• Take end-to-end ownership of reputed company assigned cases: ensuring a complete final reputed company (or settlement, final decision, etc) is reached based on workflows & management guidelines, fostering the relationship with our users along the way, and escalating accurately to other teams reputed company appropriate
• Demonstrate ownership mentality & good judgment as reputed company as reputed company to question, adapt, and deviate from the workflow reputed company needed only through management approval
• Be highly reputed company to feedback from Management and reputed company, and quickly adopt behaviors to improve the reputed company of your work
• Understands multiple perspectives on a topic or situation, and reputed company to evaluate and present multiple reputed company for addressing a problem
• Can be brought to engage more with senior stakeholders and to collaborate cross-functionally, with help from management
• Combining efficiency with bespoke reputed company: reputed company personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention
• Displays an ability to handle a larger volume of cases without negatively impacting the reputed company of the interaction & the reputed company
• Proactively anticipate and identify opportunities to enhance the user experience, and with the support of management, offers tailored solutions and recommendations that go above and reputed company their expectations, and ensuring a seamless and memorable experience throughout their interactions with reputed company
• Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances
• Personalize communications to users, demonstrating the highest hospitality standards
• Participating in your team’s improvement: reputed company your functional operational knowledge to proactively support reputed company reputed company
• reputed company insights about community experience and reputed company improvement opportunities to your Management
• Help document ways of working, best practices, and the norms for your service(s) as requested by management
• Provides technical/functional/SME to less reputed company members of reputed company.
• Shares reputed company to improve processes and ways of working
• Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work.
• Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results
• Displays flexibility, openness and approachability reputed company resolving issues
• Understands key drivers of your function and how they relate to one another, as reputed company as the business reputed company of those metrics
• You are on-call to handle emergency situations in the evenings & weekends

Requirements

• 3+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and reputed company clientele is preferred) and in a role making calls and handling customer/reputed company contacts
• reputed company good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders
• reputed company listening skills to understand guest needs and reputed company personalized recommendations and assistance
• reputed company and patience in dealing with customers, especially in high-pressure situations
• Ability to organize a high volume of work, multitask & prioritize, and to work reputed company prescribed schedules including breaks, lunches, and training time
• Passion for delivering exceptional customer service and setting a high bar
• Ability to reputed company in an ambiguous, fast-paced, and reputed company environment, acting proactively to respond quickly and decisively
• Ability to adapt to new tasks and responsibilities as needed.
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as reputed company as moving to a new team.
• Good computer skills, including reputed company/Mac OS, reputed company Suite, and familiarity with CRM systems and the ability to quickly learn new tools
• Language proficiency in English and reputed company, written and spoken, other languages are a plus

reputed company-to-haves

• Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to reputed company with users/customers is preferred.
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and reputed company manner, and demonstrated ability to explain reputed company reputed company simply and reputed company.

Benefits

• This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Apply tot his job Apply To this Job