Basic Information

Ref Number

Req_00089224

Primary Location

Cork-Campus One

Country

Ireland

Job Type

Business Process Outsourcing

Work Style

Remote

Description and Requirements

Airbnb Project - Safety Support Line Specialist

Location: Cork, Ireland (currently remote until the end of 2022, with a review next year)
Hours of operation: Shifts covering 09:00 - 18:00, across Monday - Sunday (subject to change depending on business needs)


Position Overview

This is a unique opportunity to join the Safety Support Line within the Airbnb department. 

As Part of your role you will ensure the safety of the Airbnb community by handling urgent Inbound calls, rebooking for sensitive safety issues. You will pay high attention to a small detail and adhere to quality and workflows. Additionally you will work on checking prevention queues and extractions. 

Working on a sensitive cases requires calm demeanor, critical decision making skills, adaptability and crisis management skills. 

Responsibilities and Competencies

Customer Support - Operational Beauty is one of TELUS International core values that will resonate  with you, making you an attentive, empathetic, caring, friendly  and helpful team member, who supports external clients via phone, email and chat as well as being an asset to the  internal colleagues. This role is aimed at making Airbnb a safe community for all users, by addressing any urgent complaints threatening safety and security of any user. 

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 find creative solutions to solve sensitive situations. As part of your role in the Airbnb project, you will answer inbound calls and emails from customers  and provide support in an efficient and timely manner. You will troubleshoot, negotiate and provide information and solutions to customers and do so with the highest standards of professional customer care.

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. Working with specific requests regarding sensitive issues will require an ideal candidate to have the ability to self motivate. 

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 strengthening the existing relationship between Airbnb brand and existing hosts as well as leaving all the guests satisfied with the services that Airbnb has to offer and leaving the users longing for more to come.

Requirements:

  • Fluency in English 

  • Previous customer support experience is an advantage

  • Comfortable working with computers and phones and the ability to work with multiple systems and the ability to learn and adapt to new ones


TELUS International recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all candidates must demonstrate behaviors that are reflective of our values:

  • We passionately put our customers and communities first

  • We embrace change and innovate courageously

  • We grow together through spirited teamwork 


At TELUS International, we are committed to diversity and equitable access to employment opportunities based on ability.


If you are interested in this role, please apply with your updated CV.


Additional Job Description

Airbnb Project - Safety Support Line Specialist

Location: Cork, Ireland (currently remote until the end of 2022, with a review next year)
Hours of operation: Shifts covering 09:00 - 18:00, across Monday - Sunday (subject to change depending on business needs)


Position Overview

This is a unique opportunity to join the Safety Support Line within the Airbnb department. 

As Part of your role you will ensure the safety of the Airbnb community by handling urgent Inbound calls, rebooking for sensitive safety issues. You will pay high attention to a small detail and adhere to quality and workflows. Additionally you will work on checking prevention queues and extractions. 

Working on a sensitive cases requires calm demeanor, critical decision making skills, adaptability and crisis management skills.



Language Reference
English