Oxford, England, United Kingdom
About Viator
Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. With 300,000+ travel experiences to explore—everything from simple tours to extreme adventures—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.
Perks of Working at Viator
* Competitive compensation packages, including base salary, annual bonus, and equity.
* Remote-friendly approach to collaboration across a worldwide team.
* Flexible schedule for work-life balance.
* Donation matching for qualifying charitable donations annually.
* Tuition assistance for qualified programs.
* An annual lifestyle benefit to spend on travel, wellness, or personal interests.
* Travel perks including discounts.
* Employee assistance program for life’s challenges.
* Health benefits with competitive premiums.
Our Values
* We aspire to lead.
* We’re relentlessly curious.
* We’re better together.
* We serve our customers, always.
* We strive for better, not perfect.
* Our workplace is for everyone.
Location: Oxford (German speaker)
Working Hours: 37.5 per week, ability to work any 8hr shift Monday to Sunday, with home working for late shifts. We operate a 24/7 environment; shifts may require working over weekends and public holidays.
Minimum Requirements:
* Minimum broadband connection of 25MB download speed and 10MB upload speed using a hard-wired Ethernet connection.
* Minimum of six months of experience in Customer Service in an office/call center setting.
* Home environment free from background noise with direct connection 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. You will utilize various 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: Fluent in German (speaking/reading/writing).
* Ability to empathize with and prioritize 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.
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 to understand and respond appropriately to customer issues.
* Composition skills to compose grammatically correct and accurate written responses.
Problem Solving Skills:
* Ability to approach problems logically and with good judgement.
* 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 prioritize work time to ensure efficiency.
Preferred Qualifications:
* Previous call center customer service experience.
* Experience delivering service through multiple channels including phone, email, chat, and social media.
* Minimum of six months experience handling escalated contacts with legal, regulatory, governmental, and/or PR implications.
If you need a reasonable accommodation or support during the application or recruiting process due to a medical condition or disability, please reach out to your individual recruiter or send an email to AccessibleRecruiting@Tripadvisor.com.
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