Job Description

Customer Care Executive (Airbnb Operations)

Location:

On-site

Employment Type:

Full-time / Day Shift, Mohali.

Experience :

1-3 years of experience in customer support, hospitality, call center, or travel industry preferred

Female Preferred

Job Summary:

We are seeking a proactive and customer-centric

Customer Care Executive

to manage guest and host interactions for our Airbnb operations. The role focuses on delivering exceptional service by addressing inquiries, resolving issues, and ensuring a seamless experience throughout the guest journey--from booking to check-out.

Key Responsibilities:

Handle inbound and outbound customer interactions via phone, email, chat, WhatsApp, and Airbnb platform. Assist guests with booking queries, modifications, cancellations, and general support. Address guest concerns related to check-in/check-out, amenities, cleanliness, and property access. Coordinate with internal teams (housekeeping, maintenance, operations) to resolve issues promptly. Maintain professional communication with Airbnb hosts and property owners. Log customer interactions, complaints, and resolutions accurately in CRM or tracking systems. Escalate complex or critical issues to supervisors or management when required. Ensure compliance with company SOPs and Airbnb service standards. Follow up with guests to ensure issue resolution and satisfaction.

Skills & Competencies:

Excellent verbal and written communication skills in English (regional languages preferred). Strong customer service orientation and problem-solving abilities. Ability to handle irate customers calmly and professionally. Good multitasking and time-management skills. Basic computer knowledge and familiarity with CRM or booking systems.

Qualifications:

Graduate with relevant experience 1-3 years of experience in customer support, hospitality, call center, or travel industry preferred Experience with Airbnb or short-term rental platforms is an added advantage

Key Performance Indicators (KPIs):

First Response Time (FRT) Customer Satisfaction Score (CSAT) Resolution Time / First Contact Resolution (FCR) Quality and compliance scores
Job Type: Full-time

Pay: ?12,000.00 - ?25,000.00 per month

Work Location: In person