Escalation Resolution Specialist

4 weeks ago


Oxford, Oxfordshire, United Kingdom Tripadvisor Full time

About Us

Tripadvisor is the leading travel platform for travel experiences. We believe that making memories is what travel is all about. Our platform offers 300,000+ travel experiences to explore, from simple tours to extreme adventures. With industry-leading flexibility and last-minute availability, it's never too late to make any day extraordinary.

Perks of Working at Tripadvisor

  • We offer competitive compensation packages, including base salary, annual bonus, and equity.
  • Our remote-friendly approach to collaboration allows you to work from anywhere with a stable internet connection.
  • Flexible schedule and work-life balance are ingrained in our culture.
  • We match qualifying charitable donations annually.
  • Receive annual support for qualified programs.
  • Prioritize your well-being with an annual lifestyle benefit.
  • Enjoy travel perks and discounts.
  • We offer an employee assistance program and great health benefits.

Our Values

  • We strive to lead and bring our team to new heights.
  • We're relentlessly curious and push beyond the usual.
  • We're better together and value diversity in our platform.
  • We serve our customers with empathy and respect.
  • We strive for better, not perfect, and create a safe environment for growth.

Job Responsibilities

As an Escalation Resolution Associate, you will support our customers by resolving their queries through phone, chat, and email contacts. You will utilize software tools to navigate customer accounts, research, and review policies, and communicate effective solutions in a fun and fast-paced environment.

Requirements

  • Minimum broadband connections of 25MB download speed and 10MB upload speed using a hard-wire Ethernet internet connection.
  • A minimum of six months of experience in Customer Service in an office/call centre setting.
  • Good command of English (verbal and written).
  • Typing, phone, and computer navigation skills.
  • Ability to cope well in a high-pressure environment while maintaining high-quality outputs.

Preferred Qualifications

  • Ideal experience delivering service through multiple channels, including phone, email, chat, video calls, or social media.
  • A minimum of six months of experience handling escalated contacts with legal, regulatory, governmental, and/or PR implications.


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