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Customer Service Representative
2 months ago
Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. With 300,000+ travel experiences to explore, making memories that will last a lifetime has never been easier.
Perks of Working at Viator- Competitive compensation packages, including base salary, annual bonus, and equity.
- Flexible schedule and remote-friendly approach to collaboration.
- Donation matching and tuition assistance.
- Lifestyle benefit and travel perks.
- Employee assistance program and health benefits.
- We aspire to lead and tap into our talent, ambition, and knowledge.
- We're relentlessly curious and push beyond the usual.
- We're better together and learn from, accept, respect, support, and value one another.
- We serve our customers, always, and strive for wow moments.
- We strive for better, not perfect, and provide a safe environment to make mistakes and grow.
- Minimum broadband connections of 25MB download speed and 10MB upload speed.
- At least six months of experience in Customer Service in an office/call centre setting.
- Good command of English (verbal and written) and typing, phone, and computer navigation skills.
- Ability to cope well in a high-pressure environment and maintain high-quality outputs.
- Flexibility in work hours based on scheduling needs and customer demands.
As an Escalation Resolution Associate, you will support our customers by resolving their queries through phone, chat, and email contacts, ensuring the highest delivery of customer satisfaction.
You will utilize software tools to navigate customer accounts, research and review policies, and communicate effective solutions in a fun and fast-paced environment.
Additional Required Skills- Customer Focus and Spanish speaking/reading/writing skills.
- Ability to empathize with and prioritize customer needs.
- Uphold company values and respect every customer.
- Exude patience and ownership with each customer.
- Ability to resolve conflicts and set appropriate expectations with customers.
- Previous call centre customer service experience.
- Experience delivering service through multiple channels, including phone, email, chat, video calls, or social media.
- At least six months of experience handling escalated contacts with legal, regulatory, governmental, and/or PR implications.
