Tech Stack

Description

You will provide exceptional end-to-end customer service to Airbnb's premium and luxury segment community members, handling complex cases across multiple channels while fostering strong relationships. You'll work in a fast-paced environment, ensuring complete resolution and collaborating with internal stakeholders.

Requirements

• 3+ years of multicultural customer service experience, preferably in hospitality
• Language proficiency in English and Korean (written and spoken)
• Experience with phone, messaging, or live chat customer interactions
• Ability to work weekends, public holidays, and early morning/evening shifts
• Good computer skills including Apple/Mac OS, Google Suite, and CRM systems
• Active listening, empathy, and patience in high-pressure situations
• Ability to multitask, prioritize, and work within prescribed schedules

Responsibilities

• Provide highest level of service to community members via phone, livechat, messaging, and social platforms
• Take end-to-end ownership of assigned cases ensuring complete resolution
• Personalize communications demonstrating high hospitality standards
• Participate in team improvement by documenting best practices and sharing insights
• Engage with internal and external stakeholders to resolve conflicts effectively
• Handle emergency situations during evenings and weekends on-call