Escalation Resolution Associate

5 months ago

Oxford, United Kingdom Tripadvisor Full time
About Viator Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. And with 300,000+ travel 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. With industry- leading flexibility and last-minute availability, it's never too late to make any day extraordinary. Viator. One app, 300,000+ travel experiences you’ll remember. Perks of Working at Viator Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary, annual bonus, and equity. “Work your way” with flexibility 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. Flexible schedule. Work-life balance is 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. 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. 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.

Location: Oxford (Spanish speaker) 

Hybrid: 3 times per week office attendance for day shifts, late/evening shifts will be home based.

Working Hours: 37.5 per week, ability to work any 8hr shift Monday to Sunday, with home working for late shifts. We operate a 24hrs 7 days week environment; shift assigned to you may require that you work over weekends and public holidays

Basis Requirements:

Minimum broadband connections of 25MB download speed and 10MB upload speed using a hard-wire Ethernet internet connection (no Wi-Fi). Proof of connectivity will be required

 A minimum of six months of experience in Customer Service in an office/call centre setting

Home environment free from background noise where you can connect the equipment directly to the router/modem via Ethernet cable

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

Flexibility in work hours based on scheduling needs and customer demands


What you'll do:

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. Associates 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

Additional Required Skills:

Customer Focus

Spanish speaking/reading/writing

Ability to empathise with and prioritise 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 prioritise 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 judgement 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 prioritise work time to ensure efficiency

Preferred qualifications:

Ideally you will have previous call centre customer service experience

Experience delivering service through multiple channels including phone, email, chat, video calls or service through social media would also be desirable

 A minimum of six months of experience handling escalated contacts with legal, regulatory, Governmental and/or PR implications

Shifts are 16:00 to 00:30 or midnight to 08:30

#LI-JACOB

#Viator

  • Escalation Resolution Associate

    6 months ago

    Oxford, United Kingdom Tripadvisor Full time

    About Viator Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. And with 300,000+ travel 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...

  • Escalation Resolution Associate Spanish

    3 months ago

    Oxford, United Kingdom Tripadvisor Full time

    About Viator: Viator is a Tripadvisor company that makes it easy to find and book something you'll love to do. With an industry leading selection of high-quality experiences, Viator gives millions of travellers a month something new to discover, both near and far from home. ​We believe that we are better together, and at Viator we welcome you for who you...

  • Escalation Resolution Associate Spanish

    3 months ago

    Oxford, United Kingdom Tripadvisor Full time

    About Viator: Viator is a Tripadvisor company that makes it easy to find and book something you'll love to do. With an industry leading selection of high-quality experiences, Viator gives millions of travellers a month something new to discover, both near and far from home. ​We believe that we are better together, and at Viator we welcome you for who you...

  • Escalation Resolution Associate Spanish

    3 months ago

    Oxford, United Kingdom Tripadvisor Full time

    About Viator:Viator is a Tripadvisor company that makes it easy to find and book something you'll love to do. With an industry leading selection of high-quality experiences, Viator gives millions of travellers a month something new to discover, both near and far from home. ​We believe that we are better together, and at Viator we welcome you for who you...

  • Escalation Resolution Associate

    3 weeks ago

    Oxford, Oxfordshire, United Kingdom Tripadvisor Full time

    About the RoleAs a valued member of our customer support team, the Escalation Resolution Associate will play a critical role in ensuring the highest level of satisfaction for our customers. This position requires a customer-focused individual with excellent communication skills, who can effectively resolve complex customer issues through various...

  • Customer Service Representative

    4 weeks ago

    Oxford, Oxfordshire, United Kingdom Tripadvisor Full time

    About the RoleWe are seeking a highly skilled Customer Service Representative to join our team as an Escalation Resolution Specialist. In this role, you will be responsible for supporting our customers by resolving their queries through phone, chat, and email contacts.As an Escalation Resolution Specialist, you will utilize various software tools to navigate...

  • Escalation Resolution Associate-German

    4 months ago

    Oxford, United Kingdom Tripadvisor Full time

    About ViatorViator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. And with 300,000+ travel 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...

  • Escalation Resolution Associate-German

    4 months ago

    Oxford, United Kingdom Tripadvisor Full time

    About Viator Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. And with 300,000+ travel 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...

  • Escalation Resolution Associate-German

    4 months ago

    Oxford, United Kingdom Tripadvisor Full time

    About Viator Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. And with 300,000+ travel 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...

  • Escalation Resolution Associate Portuguese Viator

    4 months ago

    Oxford, United Kingdom Tripadvisor Full time

    AboutViatorViator a Tripadvisor company is theleading marketplace for travel experiences. We believe that makingmemories is what travel is all about. And with 300000 travelexperiences to exploreeverything from simple tours to extremeadventures (and all the niche interesting stuff in between)makingmemories that will last a lifetime has never been easier....

  • Escalation Resolution Associate

    6 months ago

    Oxford, United Kingdom Tripadvisor Full time

    We believe that we are better together, and at Tripadvisor we welcome you for who you are. 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. **About Viator**: **Viator is a...

  • Escalation Resolution Associate

    6 months ago

    Oxford, United Kingdom Tripadvisor Full time

    **About Viator**: **Viator is a Tripadvisor company that makes it easy to find and book something you'll love to do. With an industry leading selection of high-quality experiences, Viator gives millions of travellers a month something new to discover, both near and far from home.** **We believe that we are better together, and at Viator we welcome you for...

  • Escalation Resolution Associate

    6 months ago

    Oxford, United Kingdom Tripadvisor Full time

    About Viator: Viator is a Tripadvisor company that makes it easy to find and book something you'll love to do. With an industry leading selection of high-quality experiences, Viator gives millions of travellers a month something new to discover, both near and far from home. We believe that we are better together, and at Viator we welcome you for who you...

  • Escalation Resolution Associate

    6 months ago

    Oxford, United Kingdom Tripadvisor Full time

    About Viator: Viator is a Tripadvisor company that makes it easy to find and book something you'll love to do. With an industry leading selection of high-quality experiences, Viator gives millions of travellers a month something new to discover, both near and far from home. We believe that we are better together, and at Viator we welcome you for who you...

  • Escalation Resolution Associate

    6 months ago

    Oxford, United Kingdom Tripadvisor Full time

    We believe that we are better together, and at Tripadvisor we welcome you for who you are. 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. **About Viator**: Viator is a...

  • Escalation Resolution Associate

    6 months ago

    Oxford, United Kingdom Tripadvisor Full time

    We believe that we are better together, and at Tripadvisor we welcome you for who you are. 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. **About Viator**: Viator is a...

  • Account Resolution Specialist

    3 weeks ago

    Oxford, Oxfordshire, United Kingdom TripAdvisor LLC Full time

    At TripAdvisor LLC, we're committed to providing exceptional customer experiences. As an Account Resolution Specialist, you'll play a critical role in ensuring our customers receive top-notch support.About the JobWe're seeking a highly skilled and motivated individual to join our team as an Escalation Resolution Associate. This is a fantastic opportunity to...

  • Real Estate Dispute Resolution Associate

    4 weeks ago

    Oxford, Oxfordshire, United Kingdom RWK Goodman Full time

    We are seeking a talented Real Estate Dispute Resolution Associate to join our Thames Valley Property Disputes team at RWK Goodman.The successful candidate will be responsible for managing a mixed caseload of residential disputes and commercial disputes, while also assisting Partners on other matters as required.To excel in this role, you will need to...

  • Customer Service Representative

    3 weeks ago

    Oxford, Oxfordshire, United Kingdom Tripadvisor Full time

    About ViatorViator, a leading travel experiences marketplace, empowers individuals to create lasting memories through its platform. With 300,000+ travel experiences available, making memories has never been easier.Competitive Compensation PackageThe estimated annual salary for this role is £35,000-£40,000 based on industry benchmarks and location in...

  • Dispute Resolution Advocate

    3 weeks ago

    Oxford, Oxfordshire, United Kingdom Chadwick Nott Full time

    **About Us**We are a well-respected regional practice with an extremely busy litigation team. We are now seeking to recruit an experienced litigator to join our friendly firm.Our client is looking for a mid-senior level associate who is looking for long-term progression. If you have experience in dealing with full range of civil and commercial litigation...