Senior Specialist, Premium Support (mandarin)

Airbnb

Singapore, Singapore
On-site
Exceptional customer service
End-to-end case resolution
Mandarin language proficiency
Airbnb is seeking a Senior Specialist for Premium Support based in Singapore, focusing on delivering exceptional customer service to their community. The ideal candidate must possess strong communication skills, problem-solving abilities, and a background in multicultural customer service, particularly in the hospitality sector

Job Summary

  • Provide exceptional customer service support to the Airbnb community, handling severe and urgent cases with end-to-end ownership.
  • Act as a subject matter expert in Airbnb policies and procedures, explaining complex information and mediating between hosts and guests.
  • Leverage operational knowledge to drive team success, provide insights for continuous improvement, and support management initiatives.

Matching Summary

Match Score: 85

Airbnb is seeking a Senior Specialist for Premium Support based in Singapore, focusing on delivering exceptional customer service to their community. The ideal candidate must possess strong communication skills, problem-solving abilities, and a background in multicultural customer service, particularly in the hospitality sector.

Skills & Requirements

Must-have

  • Exceptional customer service
  • End-to-end case resolution
  • Mandarin language proficiency
  • Complex case management
  • Negotiate and mediate disputes

Nice-to-have

  • Proactive user expectation management
  • Subject matter expert in policies
  • Cross-functional collaboration
  • Hospitality industry experience

Key Requirements

  • 5+ years of relevant experience
  • Experience with high-profile clientele
  • Experience engaging with executive-level stakeholders
  • Ability to work weekends and holidays
  • Mandarin language proficiency

Work Rights

Not specified

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