* Please note that the position is based in Sofia, Bulgaria and we will help you to relocate Our Partnership with Airbnb gives you a unique opportunity to become a part of the global team that focuses its attention on positively impacting the experiences that customers have when interacting with Airbnb by providing exceptional customer support at all levels. To achieve this mission, you will go the extra mile to support all who interact with Airbnb. We are looking for an enthusiastic Italian Speaking Travel Experience Advisor for Airbnb Account to join our NEW Team and Work from Anywhere in Bulgaria. If you are already an expert in the ins and outs of the Airbnb site and have exceptional people skills, then you are just the type of person we want to talk to. This team will be on the front lines working with our users every day. Responsibilities: Provide friendly and efficient service to the worldwide Airbnb community Be the first point of contact to handle and resolve customer complaints/queries Respond professionally and with empathy to inbound/outbound phone calls, messaging, chat channels Demonstrate ownership of user queries until resolution Investigate, identify and escalate issues appropriately, by prioritizing urgent and sensitive matters Investigate, identify and escalate issues appropriately Compose thoughtful and accurate messages or customize prepared responses to customer queries Research information and troubleshoot problems using available resources Recognize product and process issues that impact our community and submit reports and feedback Maintain accuracy and security of customer information on Airbnb systems Requirements: Fluent in Italian and have a good knowledge of English language Patience, empathy, and an ability to demonstrate confidence when imparting information Ability to positively communicate difficult messages Previous experience in hospitality/call center will be considered an advantage Ability to work in a fast-changing environment Investigative skills with strong communication a...