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Escalation Resolution Associate Portuguese Viator
1 month ago
About Us
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 ensure that it's never too late to make any day extraordinary.
Perks of Working with Us
- Competitive compensation packages, including base salary, annual bonus, and equity.
- Flexible schedule to suit your lifestyle, with the option to work remotely or join us onsite.
- Work-life balance is ingrained in our culture, with trust and accountability making it work.
- Donation matching, tuition assistance, and lifestyle benefits to support your growth and well-being.
- Travel perks, employee assistance programs, and health benefits to enhance your experience.
Our Values
- We aspire to lead, tapping into your talent, ambition, and knowledge to bring us and you to new heights.
- We're relentlessly curious, pushing beyond the usual, known, and 'that's just how it's done.'
- We're better together, learning from, accepting, respecting, supporting, and valuing one another.
- We serve our customers always, listening, questioning, responding, and striving for wow moments.
- We strive for better, not perfect, providing a safe environment to make mistakes, iterate, improve, and grow.
Job Requirements
- Minimum broadband connection speed of 25MB download and 10MB upload speed using a hardwire Ethernet internet connection.
- A minimum of six months of experience in Customer Service in an office or 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 while maintaining high-quality outputs.
- Flexibility in work hours based on scheduling needs and customer demands.
What You'll Do
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 Requirements
- Customer Focus, Portuguese speaking/reading/writing, and ability to empathize with and prioritize customer needs.
- Uphold company values and respect every customer, exuding patience and ownership with each customer.
- Ability to resolve conflicts and set appropriate expectations with customers, determine customer needs, and provide appropriate solutions.
- Excellent time management skills with the ability to prioritize essential tasks.
Communication Skills
- Ability to communicate clearly and concisely with both external customers and coworkers.
- Ability to document customer account activities thoroughly and concisely.
- Comprehension skills to clearly understand and respond appropriately to the issues that customers present.
- Composition skills to consistently compose a grammatically correct, concise, and accurate written response to customer issues.
Problem-Solving Skills
- Ability to approach problems logically and with good judgment to ensure the appropriate customer outcome.
- Ability to make appropriate decisions on behalf of the customer quickly and effectively.
- Desire to continually learn, be solution-oriented, and self-motivated.
- Ability to effectively prioritize work time to ensure efficiency.
Preferred Qualifications
- Ideal experience in call centre customer service, delivering service through multiple channels, and handling escalated contacts.
- Shifts are anything between 08:00 to 20:00.
