Airbnb is hiring for the position of Escalations Associate in across India. Candidates with a Bachelor’s/ Master’s Degree are eligible to apply for this position. The complete information, eligibility criteria, and requirements are provided below.
Job Description:
| Company Name | Airbnb |
| Position | Escalations Associate |
| Qualifications | Bachelor’s/ Master’s Degree |
| Batch | 2018/ 2019/ 2020/ 2021/ 2022/ 2023/ 2024 |
| Experience | Freshers/ Experienced |
| Location | Across India/ Remote |
Key Responsibilities:
- Manage highly sensitive and confidential cases involving e-Staff and other key stakeholders, ensuring 24/7 execution and meeting expected SLAs.
- Provide technical and functional subject matter expertise to less experienced team members.
- Share ideas to improve processes and enhance ways of working.
- Extract insights and trends from data and facts to influence decision-making.
- Deliver an exceptional community experience for executive cases by collaborating with other teams, handling ambiguous situations, and breaking down silos to resolve issues promptly.
- Handle NPS service recovery cases, ensuring resolution of poor initial user experiences and rescuing detractors before cases escalate to executive levels.
- Consistently exceed performance expectations and manage time effectively to handle various work assignments, including tickets, queues, initiatives, reports, correspondence, and stakeholder management.
- Master and maintain in-depth knowledge of company policies and procedures, becoming an expert in community support and brand risk matters.
- Communicate effectively with stakeholders and external customers to ensure smooth interactions and case management.
- Support Escalations Coordinators by providing input for Shared Services, contributing to service integrity and continuous improvement.
Eligibility Criteria:
- Ability to work 40 hours per week, including weekends and/or different shifts as required.
- Strong time management, negotiation, and conflict resolution skills.
- Excellent listening skills and attention to detail, with the ability to extract key information to assess user needs and resolve issues.
- Display resilience and adaptability in a high-impact, dynamic environment.
- Strong interpersonal and communication skills, both written and spoken, to assist the community in a tactful and diplomatic manner.
- Proven ability to develop and maintain effective relationships with internal and external customers at all levels.
- Calm and empathetic, with the ability to personalize responses and educate the community while staying composed in challenging situations.
- Capable of handling sensitive cases, making difficult decisions, and thinking creatively while considering the broader impacts on the brand.
- Trained in resolutions management.
- Work authorization: Not applicable.
- Travel requirements: Not applicable.
About Company:
Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed 1.4 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.
How To Apply?
- First, read through all of the job details on this page.
- Scroll down and press the Click Here button.
- To be redirected to the official website, click on the apply link.
- Fill the details with the information provided.
- Before submitting the application, cross-check the information you’ve provided.
