Customer Service Representative

3 weeks ago

Oxford, Oxfordshire, United Kingdom Tripadvisor Full time
About Viator

Viator, a part of the Tripadvisor family, is the leading global marketplace for travel experiences. We believe that making memories is at the heart of travel. With over 300,000+ experiences to explore, everything from simple tours to extreme adventures, and all the niche, interesting stuff in between, making memories that will last a lifetime has never been easier.

Perks of Working at Viator
  • Competitive compensation packages, benchmarked against the latest industry data, including base salary, annual bonus, and equity.
  • A "work your way" flexible schedule to suit your lifestyle. Viator takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you'd like.
  • A flexible schedule with a work-life balance ingrained in our culture by design. Trust and accountability make it work.
  • Donation matching. Give back? Give more. We match qualifying charitable donations annually.
  • Tuition assistance. Want to level up your career? We love to hear it. Receive annual support for qualified programs.
  • A lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
  • Travel perks. We believe that travel is employee development, so we provide discounts and more.
  • An employee assistance program. We're here for you with resources and programs to help you through life's challenges.
  • Health benefits. We offer great coverage and competitive premiums.
Our Values
  • We aspire to lead. Tap into your talent, ambition, and knowledge to bring us – and you – to new heights.
  • We're relentlessly curious. We push beyond the usual, the known, the "that's just how it's done."
  • We're better together. We learn from, accept, respect, support, and value one another – and are creating something remarkable in the process.
  • We serve our customers, always. We listen, question, respond, and strive for wow moments.
  • We strive for better, not perfect. We won't get it right the first time – or every time. We'll provide a safe environment in which to make mistakes, iterate, improve, and grow.
  • Our workplace is for everyone, as is our people-powered platform. At Tripadvisor, we want you to bring your unique identities, abilities, and experiences, so we can collectively revolutionize travel and together find the good out there.
Job Requirements

As an Escalation Resolution Associate, you will be responsible for supporting our customers by resolving their queries through phone, chat, and email contacts, ensuring the highest delivery of customer satisfaction. You will utilize a variety of software tools to navigate customer accounts, research, and review policies, and communicate effective solutions in a fun and fast-paced environment.

If you are a people person and can deliver great customer service, this role is for you.

Requirements include:

  • Customer Focus
  • Spanish speaking/reading/writing
  • 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'
  • Ability to 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 – ability to clearly understand and respond appropriately to the issues that customers present
  • Composition skills – ability 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
  • Solution-oriented and self-motivated
  • Ability to effectively prioritize work time to ensure efficiency

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