airbnb is hiring for Escalations Associate | Apply Now

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Role :Escalations Associate

Location :Work From Home

Job Description

Responsibilities

  • Manage extremely private and delicate issues involving e-Staff and other important stakeholders. Ensure that all SLAs are met with round-the-clock execution.
  • provides less seasoned team members with technical and functional subject matter expertise
  • exchanges concepts to enhance procedures and methods of operation
  • draws conclusions and patterns from information to help with decision-making.
  • Provide all executive cases with an exceptional community experience, which includes, but is not limited to, working with other teams, resolving unclear situations, and dismantling silos to quickly address problems.
  • In situations when the user experience was subpar at first, handle NPS service recovery cases and make sure you can save the detractor before the matter escalates to an executive level.
  • frequently exceeds performance standards and effectively manages their own time to handle a variety of job assignments, including managing stakeholders and handling tickets, queues, initiatives, reports, and correspondence.
  • being an authority on community support and brand risk issues, as well as having a thorough understanding of and commitment to upholding corporate policies and procedures.
  • Efficient communication with regard to managing stakeholders and external clients.
  • Assist the Escalations Coordinators in contributing ideas for Shared Services in order to maintain service quality and ongoing development.

Education Qualifications

  • In order to maintain service integrity and ongoing improvement, assist the Escalations Coordinators in offering feedback for Shared Services.

Skills

  • Ability to work 40 hours a week, including weekends and/or various shifts
  • outstanding negotiating, conflict-resolution, and time management abilities.
  • Superior listening abilities and meticulousness, accompanied by a proven capacity to extract crucial data for evaluating user requirements and addressing issues.
  • Show resiliency in a fast-paced, high-impact setting.
  • Outstanding interpersonal and written communication abilities to support our community in a diplomatic and sensitive way.
  • shown capacity to establish and keep productive connections with clients, both internal and external, at all levels.
  • Calm and Empathetic: You can adjust to any circumstance by tailoring your comments and enlightening our community, all the while maintaining composure under pressure.
  • Capable of managing delicate situations by making tough choices and thinking creatively while keeping the brand's overall effects in mind.
  • able to handle delicate situations by making tough choices and applying creative thinking while keeping the brand's overall effects in mind.
  • Only residents of Delhi/NCR or Gurgaon may apply.

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How to Apply

  1. Review Job Details: Read through all the job details on this page to understand the requirements and responsibilities.
  2. Click the Apply Link: Scroll down and click the “Apply Link” button to be redirected to the official website.
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