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Updated 2018-11-30
Activated 2018-11-20

【Tax & Legal】Customer Experience Associate

HOT
  • ★★ Staff Level
Company Name
Employer

Airbnb Japan K. K./Airbnb Japan株式会社

Job Type
Airbnb Japan K. K./Airbnb Japan株式会社
Legal - Legal Support
Customer Service - Customer Support
Hospitality Business Specialists - Travel Industry Related
Industry Telecommunications/Information Services
Location Asia Japan Tokyo

Job Description Interested in tax or law? We want to hear from you today!

We're looking for sharp, policy-minded operations professionals to join Airbnb's Customer Experience (CX) team. The team works directly with hosts, guests and third parties on sensitive issues such as our Non-discrimination policy, tax related issues, and small claims.

【Responsibilities】
・Help Airbnb hosts and guests in accordance with internal workflows regarding Airbnb policy
・Enforce Airbnb Nondiscrimination Policy reviewing enqueued content items and handling elicitation phone calls.
・Prepare escalations to senior team members and, on occasion, internal stakeholders
・Monitor team email alias and respond to/triage inbound issues from colleagues
・Respond to questions from CX specialists via internal chat channels
・Respond promptly and professionally to consumer protection agency representatives
Company Info Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique travel experiences around the world. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb allows people to Belong Anywhere through unique travel experiences at any price point, in more than 65,000 cities and over 191 countries. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people.
Working Hours Shift/5-day work week: 4 weekdays and 1 Saturday or Sunday.
(Average of 40hrs/week)
Job
Requirements
【MUST Have】
・Bachelor's degree
・2+ years of working experience (handling legal and tax issues preferable)
・Experience in client-facing roles; comfortable making/taking customer calls
・Native-level Japanese and business-English (need to liaise with both English and Japanese speaking stakeholders)
・Availability to work 40 hours a week (schedule may include one weekend day).
・Personable, empathetic, customer-focused
・Strong verbal and written communication skills
・Computer literacy

【Preferred Skills】
・Degree in Law or Political Sciences or Accounting preferred
・Interest in tax/legal/policy issues and how they apply to Airbnb
・Resourceful, natural problem-solver
・Comfortable with ambiguity
English Level Business Conversation Level (TOEIC 735-860)
Japanese Level Native Level
Salary JPY - Japanese Yen JPY 4000K - JPY 6000K   
Other Salary
Description
Social Insurance
Commuting/Transportation Allowance
Annual Travel Credit
Supported Paid Volunteer Time
Healthy Food and Snacks
Holidays Paid Holidays
Child-care Leave
Job Contract
Period
12-month contract with option to become Permanent Full-time employee as long as the performance is "Meets All Expectations"
Nearest Station Shinjuku Station
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Airbnb Japan K. K./Airbnb Japan株式会社

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【Tax & Legal】Customer Experience Associate

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