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Logo Telus International

Airbnb project - Safety Support Specialist

Basic Information

Ref Number

Req_00047396

Primary Location

Cork-Campus One

Country

Ireland

Description and Requirements

About TELUS International 


This is a unique opportunity to join TELUS International and be part of the team that really makes a difference. Our clients are amazing and world leading in delivering beautiful customer experiences.


You will get to work with smart and genuine people, in a friendly and multicultural environment that motivates you to give the best of yourself and help you to build a career. Your chance for success doesn’t necessarily depend on your education or your previous experience, and this is what we love about TELUS International .We can offer a promising career with lots of opportunities to progress within the company. We believe in supporting  talent and encouraging our employees to grow and succeed.


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 on 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. 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.

Requirements

- Fluency in either English
- Previous customer support experience is an advantage
- Flexible to work shifts
- Comfortable working with computers and phones
- Ability to work with multiple systems and the ability to learn and adapt to new technologies
- Strong understanding of e-commerce and related user issues
- Previous experience of conflict resolution and conflict management is a distinct advantage
- Confidentiality and adherence to data protection
- Adherence to workflows and policies

We offer:

- Stable job - permanent labor contracts

- Relocation packages for candidates moving from outside Ireland

- Tenure salary increases

- Multiple bonuses: performance based, language allowance

- Great rewards for referring your friends: consistent bonuses and prizes

- International career - regular training and international career opportunities

- Multilingual exposure - improve your spoken and written language skills

- Inspiring and fun environment - our offices have become known for their innovative, fun and pleasant design. Enjoy our ‘relax’ and ‘play’ areas!

- Community projects – want to make the world a better place? We run CSR (Corporate Social Responsibility) events all year long

- Private medical insurance coverage (tenure based)– we work with one of the best suppliers- VHI where you will benefit from a Professional Package

- Bike to work tax relief

- Pension scheme

- Maternity and Paternity leave

- Onsite Doctor

- Subsidised Canteen

 

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 embrace change and initiate opportunity 

  • We have a passion for growth 

  • We believe in spirited teamwork 

  • We have the courage to innovate


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


Required Language(s)
English
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