customer service advisor
20 the last 262 days, recently 2023-09-25
Responsibility
- we believe that we are better together, and at Tripadvisor we welcome you for who you are
- this role is a hybrid position which requires 2 days per week in our Oxford office
- our workplace is for everyone, as is our people powered platform
Show more +38 - deal directly with owners/members by phone, email, chat, and social media
- handle English & Spanish inbound/outbound, Teams meetings, calls/emails, or chats according to company policy
- handle English & Italian inbound/outbound, Teams meetings, calls/emails, or chats according to company policy
- handle English inbound/outbound, Teams meetings, calls/emails, or chats according to company policy
- respond promptly to customer inquiries
- troubleshooting incoming issues, identifying root causes, and finding a path to resolution
- identify and resolve customers' requests/questions or complaints using relevant knowledge base tools or other technical resources
- identify and resolve customers’ requests/questions or complaints using relevant knowledge base tools or other technical resources
- handle and resolve customer complaints
- researching and resolving internal and external user-reported issues related to the product
- obtain and evaluate all relevant information to handle inquiries and complaints
- gather data, test, and replicate problems
- communicate and consult with colleagues to share best practice
- 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
- cancelling and modifying reservations by phone
- raising detailed bug tickets for the development team where necessary and proactively following up on the tickets
- follow best practice incident management processes to ensure the KPIs are met
- making outbound calls to hotel properties, Online Travel Agencies, and other businesses
- ensure excellent troubleshooting documentation
- comply with/complete global support specific or ad-hoc tasks
- corresponding courteously & professionally in email, chat, and call interactions
- act as an internal escalation route for all Tier 1 support issues
- escalate complex tickets to 2nd tier support and follow up for resolution
- providing consistent and timely product feedback to improve customers' experiences
- collaborating with technical teams to help with support escalations
- meet support KPIs
- recording accurate booking information, customer inquiries, interactions, and details of actions taken into various in-house software solutions
- follow best practice incident management processes to meet your monthly goals
- special project/product work when required
- representing Tripadvisor in all customer interactions displaying company values and focusing on customer satisfaction
- representing Tripadvisor in all customer interactions, displaying company values and focusing on customer satisfaction
- special project / product work when required
- responsible for personal performance on customer satisfaction surveys, quality scores, contact handle time & productivity metrics
- communicate and coordinate with internal business unit stakeholders
- point of contact for retail travel distributors, customers, agents & suppliers in relation to all Viator product and the online booking process
- accurate delivery of booking information into various in-house software solutions
- address escalations from offshore agents on bugs and technical problems
- keep accurate records of customer inquiries, interactions, and details of actions taken
Requirements
- EXPERIENCE and/or EDUCATION
- french or Italian Speaking
- willingness to work shift patterns essential
Show more +18 - strong customer service skills
- strong time management/prioritization skills and multi-tasking ability
- flexibility to work weekends and on a bank holiday
- ability to work in a team, anticipate problems and suggest solutions
- management reserves the right to revise the job or to require that different tasks be performed as necessary
- experience in online travel in customer service, operations or reservations
- #LI-Viator
- distinct Advantage if proficient with Travel Global Distribution Systems
- #LI-Jacob1
- good understanding with the Tripadvisor site, including the submission of reviews, membership and participation in Forums
- excellent interpersonal and communication skills , fluent in English and French. Knowledge of any additional European language is a distinct advantage
- excellent interpersonal and communication skills , fluent in English, Italian and Spanish. Knowledge of any additional European language is a distinct advantage
- excellent interpersonal and communication skills , fluent in English, French and Spanish. Knowledge of any additional European language is a distinct advantage
- excellent interpersonal and communication skills , fluent in English, German and French or Spanish or Italian. Knowledge of more European languages is a distinct advantage
- patience, empathizing and understanding when speaking with both Owners and Members
- sense of discretion around confidential information
- basic background knowledge of computers and IT functions
- note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job
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