Airbnb Customer Support
Job Summary
This is a customer support project for Airbnb, focusing on handling inquiries from guests and hosts regarding reservations, account settings, and platform troubleshooting. Candidates will provide assistance via phone, email, and messages in a dynamic startup-like environment. The role offers a long-term career path with opportunities for promotion to a permanent employee after six months.
Responsibilities
- Manage guest inquiries regarding reservations and payments
- Assist hosts with account settings and platform issues
- Resolve customer problems via phone, email, and chat
- Provide high-quality support to maintain customer satisfaction
Required Skills
- Native Japanese proficiency
- Basic Microsoft Office skills
- Strong problem-solving and empathy
- Adaptability to changing service rules
Job Details
### Job Overview
This is a customer support project for Airbnb, a travel-related service operating on a global scale. This is a rewarding position where you connect people through supporting customers and hosts, and support irreplaceable travel experiences.
### Specific Inquiry Types
- **From Guests (20-30%):** Inquiries regarding reservations, handling cancellations, changes, payments, and refund requests.
- **From Hosts (70-80%):** Regarding account settings, troubleshooting platform-related issues, and requesting advice on increasing booking numbers.
### Work Environment
- You will respond to inquiries via phone, message, and email.
- You will solve problems and ensure the best possible customer experience.
- The environment requires creativity in handling inquiries as not all cases are covered by manuals.
- While English is not expected for customer interactions, those with English skills can aim for future career advancement.
### Working Hours & Conditions
- Shift System: 5 days a week including weekends and holidays.
- Working hours: 8 hours between 8:00 and 21:00.
- Breaks: 1-hour lunch break + 15-minute short breaks in the first and second halves of the shift.
- Contract: Contract employee for the first six months, with a promotion system available to become a permanent employee.
### Requirements
- Ability to perform basic operations of Microsoft Office.
- Ability to understand and empathize with customers' feelings and needs.
- Ability to positively enjoy new challenges and experiences.
- All communication with customers will be in Japanese only.
### Training
- Training Start Date: June 3, 2026.
- Approximately 5 weeks of training (Monday-Friday, 9:00 AM - 6:00 PM).