Escalation Resolution Associate Portuguese Speaking - Oxford, United Kingdom - Tripadvisor

Description

AboutViator
Viator a Tripadvisor company is theleading marketplace for travel experiences. We believe that makingmemories is what travel is all about. And with 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. Withindustry leading flexibility and lastminute availability its nevertoo late to make any day extraordinary. Viator. One app 300000travel experiences youll remember.

Escalation Resolution Associate(Portuguese Speaking)

Location:Oxford

Hybrid: 3 times per week officeattendance for day shifts late/evening shifts willbe

home based.

Working Hours:37.5 per week ability to work any 8hr shift Monday to Sundaywith

home working for late shifts. We operate a24hrs 7 days week environment; shift

assigned toyou may require that you work over weekends and publicholidays

BasisRequirements:

• Minimumbroadband connections of 25MB download speed and 10MB upload speedusing a hardwire Ethernet internet connection (no WiFi). Proofof

connectivity will berequired

• A minimum of six months ofexperience in Customer Service in an office/call centresetting
• Home environmentfree from background noise where you can connect the equipmentdirectly to the router/modem via Ethernetcable
• Good command ofEnglish (verbal andwritten)
• Typing phone andcomputer navigationskills
• Ability to copewell in a high pressure environment while maintaining high qualityoutputs
• Flexibility inwork hours based on scheduling needs and customerdemands

What youlldo:

As an Escalation ResolutionAssociate you will be responsible for supportingour
customers by resolving their queries through phonechat and email contacts ensuring
the highest delivery ofcustomer satisfaction. Associates will utilize a variety ofsoftware
tools to navigate customer accounts research andreview policies and communicate
effective solutions in afun and fastpaced environment.
If you are a people personand can deliver great customer service this role is foryou
Additional Required Skills:

• Customer Focus
• Ability to empathise withand prioritise customer needs
• Uphold company values andrespect every customer
• Exude patience andownership with each customer
• Ability to resolveconflicts and set appropriate expectations with customers
• Ability to determinecustomer needs and provide appropriate solutions
• Excellent time managementskills with the ability to prioritise essentialtasks
  Communication Skills:
• Ability to communicateclearly and concisely with both external customersand
  coworkers
• Ability to documentcustomer account activities thoroughly and concisely
• Comprehension skillsability to clearly understand and respond appropriatelyto
  the issues that customers present
• Composition skills abilityto consistently compose a grammatically correct
  conciseand accurate written response to customer issues
  ProblemSolving Skills:
• Ability toapproach problems logically and with good judgement to ensurethe
  appropriate customer outcome
• Ability to make appropriatedecisions on behalf of the customer quicklyand
  effectively
• Desire to continually learn
• Solution oriented andselfmotivated
• Ability toeffectively prioritise work time to ensureefficiency
  Preferred qualifications:
• Ideally you will haveprevious call centre customer service experience
• Experience deliveringservice through multiple channels including phoneemail
  chat video calls or service through social mediawould also be desirable
• Aminimum of six months of experience handling escalated contactswith legal
  regulatory Governmental and/or PRimplications

If you need areasonable accommodation or support during the application or therecruiting process due to a medical condition or disability pleasereach 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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