Airbnb

Customer Experience, Multilingual Customer Support

For the first phase rollout, CPM recruited and trained 15 multilingual, highly skilled customer service specialists. Due to the success of Airbnb and their trust in the CPM account team we have grown over 5 years to 600+ customer specialists (Crewbies), operations managers, leads, certified trainers and QA coaches, real time analysts and work force managers.
The team provide a multichannel, first and second tier customer support handling trip and non trip related enquiries and situations.
Ongoing, in-depth product knowledge training provided to promote brand advocacy and ensure an Exceptional Customer Experience is provided to all Airbnb customers.
A culture bearer team set up to ensure preservation of Airbnb’s culture through events and team lead activities.