CS Delivery - Specialist, Safety

div class= content-intro p span style= font-family: helvetica, arial, sans-serif; font-size: 12pt; Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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. /span /p /div p We are looking for a talented and experienced person, who will look after a variety of Safety concerns for our community, including but not limited to: Discrimination, Personal Safety Threats, Domestic Violence, Suicide or Self Harm, Child Exploitation, Physical Assault and Sexual Assault, Drugs activity, Sex Work and Human Trafficking. nbsp; nbsp; /p p nbsp; /p p The successful candidate will demonstrate an excellent understanding of how to properly identify threatening and harmful circumstances, empathetic communication, use of good judgment, nbsp; and quick decision making, with the goal of providing the best support possible for the Survivors and restore their status quo. nbsp; /p p nbsp; /p p This is a full time position based in Singapore. This position is a frontline, contact center role interacting directly with the customers. Successful candidates need strong communication skills, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality. nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; /p p nbsp; /p p As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs. nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; /p p nbsp; /p h3 strong Responsibilities /strong /h3 p The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed. /p p strong Complex case management: Has “perfected the core” of your role of providing the highest level of service to our community nbsp; /strong /p ul ul li Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including livechat, social platforms, messaging, and directly through the phone /li li End-to-end management of complex cases with the objective to resolve customers’ issues based on workflows amp; management guidelines nbsp; /li li Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate /li li Takes on casework at a degree of severity/complexity under close supervision /li li Ability to recognize amp; assess threatening amp; risky behaviors /li li Demonstrate ownership mentality amp; good judgment as well as skill to question and deviate from the workflow when needed only through management approval /li li Be highly receptive to feedback from management, Quality amp; clinical staff teams and quickly adopt behaviors to improve the quality of your work nbsp; /li li Understands multiple perspectives on a topic or situation /li li Able to evaluate and present multiple options for addressing a problem /li li Can be brought to engage more with senior stakeholders with help from management /li /ul /ul p br strong Combining efficiency with quality: nbsp; /strong /p ul li Has displayed an ability to handle a larger volume of cases without negatively impacting the quality of the interaction amp; the resolution /li /ul p br strong Participating in the Safety Service improvement: Leverage your functional operational knowledge to support the team succeed /strong /p ul ul li Help document ways of working, best practices, and the norms for your service(s) as requested by management /li li Provides technical/functional/SME to less experienced members of the team. /li /ul /ul p br strong Stakeholder engagement: Beginning to explore network with other Delivery teams and key functional partners /strong /p ul ul li Displays openness and approachability when resolving issues /li li Understands key drivers of your role and how they relate to one another /li /ul /ul p nbsp; /p h3 strong Qualifications /strong /h3 h4 Your background amp; experience /h4 ul li 3+ years of relevant experience in customer service, emergency services, or a similar role operating in a contact center environment making calls and handling customer/client contacts /li li Hospitality experience is a plus, in particular working for technology platforms. /li li Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs /li li Ability to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materials /li /ul h4 Your skills amp; expertise /h4 ul li Very good interpersonal and communication skills, both written and spoken, including conflict resolution. /li li Ability to organize a high volume of work, multitask amp; prioritize, and to work within prescribed schedules including breaks, lunches, and training time /li li Basic computer literacy, including Apple/Mac OS and Google Suite /li li Language proficiency in English, other languages are a plus /li li Able to assess risk accurately, understand level of urgency, exercise good judgment when it comes to risky situations, and share the most pertinent information with stakeholders /li li Ability to adapt to new tasks and responsibilities as needed. nbsp; /li li Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments. nbsp; /li li Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team. /li /ul div class= content-conclusion p nbsp; /p p span style= font-family: helvetica, arial, sans-serif; font-size: 12pt; strong Reasonable Accommodations: /strong We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role. /span /p p span style= font-family: helvetica, arial, sans-serif; font-size: 12pt; strong A Note on Recruiting Scams: /strong Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. A few things that will always be true for Airbnb’s hiring process: our open roles are posted on Airbnb’s Career’s Page at careers.airbnb.com, and our recruiters correspond only from @ a href= http://airbnb.com airbnb.com /a or @ a href= http://ext.airbnb.com ext.airbnb.com /a email addresses. Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing. nbsp; We’ll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process. We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb. /span /p p nbsp; /p /div