Technical Customer Service Advisor - Italian Speaker (Bokun), Oxford
Client: Tripadvisor
Location: Oxford, United Kingdom
Job Category: Customer Service
EU work permit required: Yes
Job Reference: 2838a6c26ddb
Job Views: 82
Posted: 13.02.2025
Expiry Date: 30.03.2025
Job Description:
Bókun is a business management software created specifically for suppliers of tours, attractions, and experiences around the world. Its vision is to power the travel experience industry, driving more bookings for operators, connecting new channels alongside enabling 3rd parties to build and connect to our platform while optimizing supplier operations with new tools and services to support business growth.
What you’ll do:
As a Technical Customer Service Advisor at Bókun, you will undertake a variety of duties from troubleshooting technical issues to investigating in-depth, complex cases where your mediation and negotiation skills will be called upon to deliver a high level of resolution. You are expected to have the technical and interpersonal skills to deliver a high level of customer satisfaction.
Your key responsibilities will include:
1. Handle English & Italian emails, calls, or chats according to company policy.
2. Troubleshooting incoming issues, identifying root causes, and finding a path to resolution.
3. Researching and resolving internal (Tier 1) and external user-reported issues related to the product.
4. Act as an internal escalation route for all Tier 1 support issues.
5. Collaborating with technical teams to help with support escalations.
6. Follow best practice incident management processes to meet your monthly goals.
The ideal person for this role will be:
1. 1-3 years of proven experience in a Customer Service position where technical skills and troubleshooting were required (preferably in the B2B sector).
2. “Problem-Solving” character - Ability to apply analytical and investigative skills to resolve customer issues creatively.
3. Hold a basic knowledge of CSS, HTML, and website CMS tools.
4. Customer-oriented, enthusiastic, courteous, assertive, and motivated.
5. A team player who is positive, friendly, and has a can-do attitude.
6. Confident and competent in handling complaints and troubleshooting technical issues.
7. Experience within the travel, tourism, leisure, and hospitality industries would be an advantage.
8. Fluent in Italian and English.
9. Ability to multitask in a fast-paced environment.
10. Ability to work shift patterns, including some weekends.
What We Offer:
1. Competitive salary and performance-based quarterly bonus.
2. Hybrid workflow with 2 days of office presence.
3. Comprehensive benefits package, including well-being, health, dental, and many more.
4. Generous vacation and paid time off policy.
5. Opportunities for professional growth and development within a rapidly expanding organization.
6. Collaborative and supportive work environment.
7. The chance to make a real impact in the travel and tourism industry.
If you need a reasonable accommodation or support during the application or the recruiting process due to a medical condition or disability, please reach out to your individual recruiter or send an email to let us know the nature of your request. Please include the job requisition number in your message.
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