Customer Service Representative / Virtual assistant 

Provide exceptional support to Airbnb Hosts and guests through various communication channels, such as phone and emails. Address inquiries and offer guidance on using the platform. Troubleshoot and resolve a wide range of issues, including booking problems, payment concerns, and account- related questions. Maintain a deep understanding of Airbnb’s platforms, policies and features to provide accurate information and support. Assist in resolving disputes between hosts and guests by facilitating communication. Address policy violations and take appropriate actions to enforce rules while maintaining a positive user experience. Handle emergency situations as an urgent issue with sensitivity and efficiency, providing support and solutions during critical times.

Handled concerns through outbound calls, email and chats. Identify and address any issues or concerns clients may have, working to resolve them in a timely and efficient manner. Maintain accurate records of all customer interaction, transaction, and communication to ensure proper documentation and compliance.

Monitored and provided immediate action for customer accounts with overdue payments. Negotiate on payment procedures and offer repayments plans and alternative payment solutions to free the debt. Documented any agreements made to the customer. Updating and verifying contact information