Travel Experience Specialist

2 weeks ago

Oxford, Oxfordshire, United Kingdom Tripadvisor Full time
About Us

At Tripadvisor, we're a leading marketplace for travel experiences. Our mission is to make memories that last a lifetime. We believe that travel is about exploring new experiences, and with our platform, you can discover everything from simple tours to extreme adventures.

We're a company that values flexibility and last-minute availability. Our industry-leading approach ensures that you can make any day extraordinary. With over 300,000 travel experiences to choose from, you'll find something that suits your style.

Perks of Working with Us
  • 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 anywhere while still being part of a worldwide team.
  • Work-Life Balance: We prioritize work-life balance, with flexible schedules and a culture that values trust and accountability.
  • Employee Benefits: We offer a range of benefits, including donation matching, tuition assistance, and lifestyle benefits.
  • Travel Perks: As a travel company, we believe that travel is employee development. We provide discounts and more to help you explore the world.
  • Employee Assistance Program: We're here to support you with resources and programs to help you through life's challenges.
  • Health Benefits: We offer great coverage and competitive premiums.
Our Values
  • Lead with Excellence: We aspire to lead, tap into your talent, ambition, and knowledge to bring us and you to new heights.
  • Curiosity Driven: We're relentlessly curious, pushing beyond the usual, known, and that's just how it's done.
  • Collaboration: We're better together, learning from, accepting, respecting, supporting, and valuing one another.
  • Customer Focus: We serve our customers always, listening, questioning, responding, and striving for wow moments.
  • Continuous Improvement: We strive for better, not perfect, providing a safe environment to make mistakes, iterate, improve, and grow.
  • Inclusion: Our workplace is for everyone, as is our people-powered platform. We want you to bring your unique identities, abilities, and experiences to revolutionize travel and find the good out there.
Job Requirements
  • Minimum Requirements: A minimum broadband connection of 25MB download speed and 10MB upload speed using a hardwire Ethernet internet connection (no WiFi). Proof of connectivity will be required.
  • Customer Service Experience: A minimum of six months of experience in Customer Service in an office/call center setting.
  • Home Environment: A home environment free from background noise where you can connect the equipment directly to the router/modem via Ethernet cable.
  • Language Skills: Good command of English (verbal and written).
  • Technical Skills: Typing, phone, and computer navigation skills.
  • Pressure Management: Ability to cope well in a high-pressure environment while maintaining high-quality outputs.
  • Flexibility: Flexibility in work hours based on scheduling needs and customer demands.
Responsibilities

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

Additional Requirements
  • Customer Focus: Ability to empathize with and prioritize customer needs.
  • Language Skills: Portuguese speaking, reading, and writing.
  • Conflict Resolution: Ability to resolve conflicts and set appropriate expectations with customers.
  • Problem-Solving: Ability to determine customer needs and provide appropriate solutions.
  • Time Management: Excellent time management skills with the ability to prioritize essential tasks.
Preferred Qualifications
  • Call Center Experience: Ideally, you will have previous call center customer service experience.
  • Multi-Channel Experience: Experienced in delivering service through multiple channels, including phone, email, chat, video calls, or service through social media.
  • Escalated Contacts: A minimum of six months of experience handling escalated contacts with legal, regulatory, governmental, and/or PR implications.
  • Shift Work: Shifts are anything between 08:00 to 20:00.

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