Escalation Resolution Associate
4 weeks ago
About Viator
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. Our industry-leading flexibility and last-minute availability make it possible to make any day extraordinary.
Perks of Working at Viator
- Competitive Compensation - We offer competitive compensation packages, including base salary, annual bonus, and equity.
- Flexible Work Arrangements - We take a remote-friendly approach to collaboration, allowing you to work from home or join us on-site as needed.
- Work-Life Balance - We prioritize flexibility and trust our team members to manage their time effectively.
- Employee Benefits - We offer a range of benefits, including donation matching, tuition assistance, and lifestyle benefits.
- Travel Perks - As a travel company, we offer discounts and perks to help you explore the world.
- Employee Assistance Program - We're here to support you through life's challenges.
- Health Benefits - We offer great coverage and competitive premiums.
Our Values
- Lead with Ambition - We empower our team members to tap into their talent and ambition.
- Curiosity Drives Us - We're always looking for new ways to improve and innovate.
- Together We Succeed - We value collaboration and teamwork.
- Customer Focus - We're dedicated to delivering exceptional customer experiences.
- Continuous Improvement - We strive for better, not perfect.
- Inclusion and Diversity - We welcome and celebrate individuality.
Job Requirements
- Customer Service Experience - A minimum of six months of experience in customer service, preferably in a call center or office setting.
- Language Skills - Good command of English (verbal and written) and fluency in German.
- Technical Skills - Proficiency in typing, phone, and computer navigation skills.
- Problem-Solving Skills - Ability to approach problems logically and make effective decisions.
What You'll Do
As an Escalation Resolution Associate, you'll be responsible for supporting our customers by resolving their queries through phone, chat, and email contacts. You'll utilize software tools to navigate customer accounts, research policies, and communicate effective solutions in a fast-paced environment.
Additional Requirements
- Customer Focus - Ability to empathize with and prioritize customer needs.
- Communication Skills - Ability to communicate clearly and concisely with customers and coworkers.
- Problem-Solving Skills - Ability to approach problems logically and make effective decisions.
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