Airbnb Project - Safety Specialist

Location: Cork, Ireland (currently remote)
Hours of operation: Shifts covering 09:00 - 18:00, across Monday - Sunday (subject to change depending on business needs)

Position Overview

The Safety team mission is to mitigate the impact of bad actors on the Airbnb platform through sophisticated behavioral analysis, external data, and intelligent user education. We are looking for talented people, who will look after a variety of Safety concerns for our community, including but not limited to: Personal Safety Threats, Domestic Violence, Suicide or Self Harm, Child Exploitation, Physical Assault and Sexual Assault, Drugs activity, Sex Work and Human Trafficking.

Competencies and Responsibilities

Customer Service - Operational Beauty is one of TELUS International’s values and it will resonate with you, making you attentive, empathetic, caring, friendly, and a helpful team member, who supports external clients via phone, and email as well as being an asset to the  internal colleagues. Always aiming to ensure the safety of the users by reacting and educating them on how to maintain security and safety while using Airbnb responsibly

Drive for Results - This role will bring a strong level of ownership for your personal success in reaching your targets on a daily basis. You will go the extra mile to ensure the safety of customers. You will troubleshoot, negotiate and provide information and solutions to customers and do so with the highest standards of professional customer care

Adaptability - as part of your role, you will maintain a professional attitude in high stress situations. Actively listen to users and colleagues, refraining from judgement and being able to adapt your communication style to different situations and cases

Resilience - you will enjoy working in a dynamic fast paced environment where you are ready to step outside your comfort zone from time to time. We believe there is no failure; there are only opportunities to embrace and learn from new experiences as we move forward. This role will bring a high level of accountability and you will thrive under pressure

Communication  - You will be able to communicate effectively and efficiently with all Airbnb users who are seeking your help or advice. Your communications skills are critical for communicating complex and sometimes challenging messages to both hosts and guests. Confident and articulate to work on the phone as well as written communication.

You are a perfect match to what we are looking for if you find yourself constantly striving for more and doing your best everyday to achieve excellent results.

Requirements: 

• Fluency in English

• Previous experience in a similar role is an advantage

• Comfortable working with computers and phones 

• Ability to work with multiple systems and the ability to learn and adapt to new technologies

• Previous experience of conflict resolution and conflict management is a distinct advantage

• Confidentiality and adherence to data protection

• Adherence to workflows and policies