About the Job
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We are seeking a highly skilled and experienced professional to fill the position of Customer Support Advisor.
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The ideal candidate will possess strong problem-solving skills, excellent communication abilities in French and English, and the capacity to work under pressure in a fast-paced environment.
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The role involves handling inquiries, claims, and urgent situations with professionalism and empathy, ensuring a seamless experience for Airbnb's hosts and guests.
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* Provide exceptional support through inbound/outbound calls, messaging, and chat.
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* Investigate and resolve claims related to property damage, disputes, and safety concerns.
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* Apply policies to ensure fair and efficient resolutions.
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* Escalate issues when necessary, prioritizing urgent and sensitive matters.
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* Compose accurate and thoughtful responses to customer queries.
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* Implement emergency plans and provide clear communication during critical situations.
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* Utilize trauma-informed methodologies for handling complex cases.
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* Research and troubleshoot problems using available resources.
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* Maintain data security and accuracy on systems.
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* Identify process and product issues, providing feedback for improvement.
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Requirements
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* Strong problem-solving skills with ability to manage complex cases.
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* Excellent communication skills in French and English (written & spoken).
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* Ability to work under pressure in a fast-paced environment.
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* 1-3 years of experience in claims handling, dispute resolution, fraud/risk investigation, insurance, or healthcare claims is a plus.
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* Experience estimating damages related to property, automobile, or watercraft losses is a plus.
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Benefits
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* Gross monthly salary.
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* Language bonus.
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* Performance bonus.
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* Holiday bonus.
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* Christmas bonus.
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* Medical and dental insurance: provided after 6 months of employment.
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* Annual leave: 22 business days, as per Portuguese law.
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* Public holidays: compensated according to Portuguese labor regulations.
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* Relocation assistance.
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* Training and onboarding program.
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