Customer Service Advisor
Found in: Talent UK C2 - 1 week ago
We believe that we are better together and atTripadvisor we welcome you for who you are. Our workplace is foreveryone as is our people powered platform. At Tripadvisor we wantyou to bring your unique identities abilities and experiences so wecan collectively revolutionize travel and together find the goodout there.
Customer Service AdvisorTripadvisor Vacation Rentals(Spanish)
AboutTripadvisor
Tripadvisor the worldslargest travel site* is on a mission to enable travelers to unleashthe full potential of every trip. With over 600 million reviews andopinions covering the worlds largest selection of travel listingsworldwide covering approximately 7.5 million accommodationsairlines attractions and restaurants Tripadvisor provides travelerswith the wisdom of the crowds to help them decide where to stay howto fly what to do and where to eat. Millions of travelers come toTripAdvisor each day to plan and book the perfect trip and holidayrental properties provide space privacy amenities like home andgreat value.
What youlldo:
As a Customer Service Advisorfor Tripadvisor Rentals you will undertake a variety of duties fromtroubleshooting technical Issues to investigate indepth complexcases where your mediation and negotiation skills will be calledupon to deliver a high level of resolution. Using all availableknowledge tools and resources to achieve the defined KPIs you willbe required to quickly diagnose and triage issues resolve incidentsand/or dispatch to the next resolving group according to theescalation process. You are expected to have the technical andinterpersonal skills to deliver a high level of customersatisfaction. The role will be hybrid with anexpectation of 3 days a week in our Oxfordoffice.
Your keyresponsibilities willinclude:
- Handle Englishand Spanish inbound/outbound calls/emails or chats according tocompany policy.
- Identify and resolve customersrequests/questions or complaints using relevant knowledge basetools or other technical resources.
- Ensureexcellent troubleshootingdocumentation.
- Communicate and consult withcolleagues to share best practice.
- Follow bestpractice incident management processes to ensure the KPIs aremet.
- Comply with/complete global supportspecific or adhoc tasks.
- Escalate complextickets to 2nd tier support and follow up forresolution.
- Meet support KPIs (Initial responsetime Quality scores Client happinessrating).
The idealperson for this role willbe:
- Customer orientedenthusiastic courteous assertive and motivated to take charge ofboth customer engagement and problemresolution.
- 13 years of proven experience in aCustomer Service position where also technical skills andtroubleshooting was required
- Problem Solvingcharacter Ability to apply analytical and investigative skills toresolve customer issues creatively and with minimaldirection.
- A team player who is positivefriendly and has a cando attitude towards staff andcustomers.
- Receptive to constructive feedbackand changes within the business.
- Confident andcompetent in handling complaints mediation and troubleshootingtechnical issues.
- Experience within the traveltourism leisure and hospitality industries would be an advantagebut is not essential if you have a passion for customercare.
- Experience of working to customersatisfaction based targets and operational metrics such as qualityand handle time.
- Fluency in written and spokenEnglish & Spanish is essential. (C1level).
- Ability to multitask in a fast pacedenvironment Identifying next steps and executing on themdiligently.
- Ability to work shift patternsincluding some weekends. Typical hours of operation can be from 8am8pm but vary in departments.
If youneed a reasonable accommodation or support during the applicationor the recruiting process due to a medical condition or disabilityplease reach out to your individual recruiter or send an email to and let us know the nature of your request. Pleaseinclude the job requisition number in yourmessage.
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