Chiara Maurel

I’m a multilingual Customer Experience Specialist supporting customers on a leading global travel platform, with a strong record in complex case handling and fair resolution. I bring 2+ years of experience across hospitality, aviation, and international customer service, and I’m fluent in Italian, English, and Spanish.

In my current role with the Airbnb Program, I manage disputes, refunds, cancellations, and escalations through email, chat, and phone. I investigate issues, apply policies to deliver balanced outcomes, and work toward KPI and quality targets, while also supporting the onboarding and coaching of new team members. I collaborate with internal stakeholders to improve customer experience and strengthen how we handle repeated pain points.

Previously, I handled dispute resolution, refund management, and policy interpretation while assisting international customers through rental and service processes. Before that, I supported travelers in high-pressure environments as Cabin Crew, where I relied on safety procedures, emergency management, and clear communication—skills I still use today when cases require calm, accuracy, and strong attention to detail.