Current jobs related to Escalations Senior Associate - Singapore - Airbnb

  • Senior Associate/ Associate, Customer Support

    2 weeks ago

    Singapore DBS Bank Limited Full time

    Senior Associate/ Associate, Customer Support & Market Control (Shift Rotation), DBS Digital Exchange, Global Financial Markets Senior Associate/ Associate, Customer Support & Market Control (Shift Rotation), DBS Digital Exchange, Global Financial Markets Senior Associate/ Associate, Customer Support & Market Control (Shift Rotation), DBS Digital Exchange,...

  • Senior Care Associate

    1 week ago

    Singapore beBeeSeniorCare Full time $2,500 - $4,500

    Job Title: Senior Care AssociateAbout the Role:We are seeking a compassionate and skilled Senior Care Associate to join our team. As a vital member of our care team, you will provide exceptional support to our senior clients, ensuring they maintain their independence and quality of life.Key Responsibilities:Assist clients with daily living activities,...

  • Senior Patient Service Associate

    1 week ago

    Singapore QUANTUMSYS TECHNOLOGIES PTE. LTD. Full time

    As a Senior/ Patient Service Associate, you will deliver friendly and efficient customer service and create a warm and welcoming atmosphere for all internal and external customers / patients, with the key aim of providing excellent patient care and satisfaction. **Responsibilities**: - Ensure overall décor and cleanliness in the clinic, and that daily...

  • Escalation Specialist

    3 weeks ago

    Singapore Tundra Technical Solutions Full time

    Direct message the job poster from Tundra Technical Solutions Interpret and enforce Meta's terms of service (Community Standards, Advertiser & Commerce Policies, Intellectual Property, Regulations (incl. content that may be graphic and objectionable)) Review, investigate and process reported escalations across the Facebook/Instagram product suite and...

  • Escalation Specialist

    2 weeks ago

    Singapore Tundra Technical Solutions Full time

    Direct message the job poster from Tundra Technical Solutions Interpret and enforce Meta's terms of service (Community Standards, Advertiser & Commerce Policies, Intellectual Property, Regulations (incl. content that may be graphic and objectionable)) Review, investigate and process reported escalations across the Facebook/Instagram product suite and...

  • Senior Patient Service Associate

    4 days ago

    Singapore NATIONAL UNIVERSITY HEALTH SYSTEM PTE. LTD. Full time

    As a Senior / Patient Service Associate, you will deliver friendly and efficient customer service and create a warm and welcoming atmosphere for all internal and external customers / patients, with the key aim of providing excellent patient care and satisfaction. **Responsibilities**: Ensure overall décor and cleanliness in the clinic, and that daily...

  • Capacity Engineer, Senior Associate

    1 week ago

    Singapore Equinix Full time

    Join to apply for the Capacity Engineer, Senior Associate role at Equinix 1 day ago Be among the first 25 applicants Join to apply for the Capacity Engineer, Senior Associate role at Equinix Who are we?Equinix is the world's digital infrastructure company, operating over 260 data centersacross the globe. Digital leaders harness Equinix's trusted platform to...

  • Capacity Engineer, Senior Associate

    7 days ago

    Singapore Equinix Full time

    Join to apply for the Capacity Engineer, Senior Associate role at Equinix 1 day ago Be among the first 25 applicants Join to apply for the Capacity Engineer, Senior Associate role at Equinix Who are we?Equinix is the world’s digital infrastructure company, operating over 260 data centersacross the globe. Digital leaders harness Equinix's trusted...

  • Communications Associate/Senior Associate

    1 week ago

    Singapore RSVP Singapore The Organisation of Senior Volunteers Full time

    Roles & Responsibilities As our digital marketing and social media associate, you will be pivotal in driving our organisation's online presence and engagement. You will be responsible for ideating, creating, and managing compelling content across various digital platforms, including Facebook, LinkedIn, Instagram, YouTube, website, and more. Key...

  • Senior Escalation Engineer

    2 weeks ago

    Singapore CLOUDFLARE, PTE. LTD. Full time

    Available Location: Singapore About the Department The Cloudflare Customer Support Team solves complicated problems and answers technical inquiries via email, chat, phone, and social media. From Enterprise corporations with petabytes of web traffic to Wordpress bloggers using our platform for free, we are here to help. Being the eyes and ears of Cloudflare,...

Escalations Senior Associate

2 weeks ago

Singapore Airbnb Full time

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 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.

**The Difference You Will Make**:
The Airbnb Community Support (CS) Escalations Senior Associate supports one or more internal CS services (Executive Escalations, Social Media, Payments, Regulatory Response). This is a full time position that can be based in Japan, South Korea, or Singapore. The Escalations Senior Associate functions on the front line interacting directly with both customers & internal stakeholders. Ambassadors need strong communication skills, problem-solving abilities, and customer service expertise. Senior Associates 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.

**A Typical Day**:
**Complex case management: Provide the highest level of service to our community in each and every case**
- 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
- End-to-end management of complex cases with the objective to resolve customers' issues based on workflows & management guidelines
- Recognize case type/severity and work cases correctly according to your service's scope, escalating accurately to other teams when appropriate.
- Skillfully guides to resolution cases that require greater judgment or deviate from the workflow more, including those that do not even have a clear workflow
- Operates with little support from your leadership on most casework tasks
- Ability to take a step back from the case handling to de-escalate a situation and assess the best resolution taking into account user communications as well as behaviors & unsaid elements - "read through the lines"
- Collaborates cross-functionally within CS and outside of it to resolve issues related to complex cases
- Explains and simplify complex information, provide appropriate context, and address complex questions with confidence

**Combining efficiency with quality**:

- Efficiently and to a high degree of quality balances consistently higher volumes of cases and cases with higher severity/complexity casework than lower levels (depending on service).
- Familiar with concept of trauma, how it manifests in our users and understands best practices around reducing retraumatization; deploy that understanding in your casework

**Participating in your service's improvement: Leverage your functional operational knowledge to proactively support the team success**
- Provides ongoing guidance to your teammates in improving the quality and efficiency of their work
- Provide insights about community experience and continuous improvement opportunities to your Management
- Support management in conveying messages & driving outcomes in the rest of the team

**Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results**
- Demonstrates a high degree of approachability and integrity when resolving sensitive/complex issues relying on management when in doubt

**Your Expertise**:

- 4+ years of relevant experience in customer service, mediation, social media response, front desk, or a similar role operating in a contact center environment making calls and handling customer/client contacts
- Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.
- Experience collaborating with internal stakeholders and/or third party providers to resolve conflicts in a detailed, effective and timely manner
- Ability to work weekend days and public holidays required, as well as evening shifts. Your schedule can change to meet business needs
- Excellent interpersonal and communication skills, both written and spoken, including conflict resolution.
- Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time
- Be a strong advocate of high quality standards, innovation & hospitality with a business mindset.
- Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders
- Calm and empathetic, you are able to adapt to any situation by personalizing responses and educating our community & team while remaining level headed in tough situations.
- Experience engaging with executive-level stakeholders,