Escalation Resolution Associate (Spanish) Oxford



Oxford, UK
Posted on Friday, June 28, 2024

About Viator
Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. And with 300,000+ travel experiences to explore—everything from simple tours to extreme adventures (and all the niche, interesting stuff in between)—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. Viator. One app, 300,000+ travel experiences you’ll remember.
Perks of Working at Viator
  • Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary, annual bonus, and equity.
  • “Work your way” with flexibility to suit your lifestyle. Viator takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like.
  • Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work.
  • Donation matching. Give back? Give more! We match qualifying charitable donations annually.
  • Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.
  • Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
  • Travel perks. We believe that travel is employee development, so we provide discounts and more.
  • Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
  • Health benefits. We offer great coverage and competitive premiums.
Our Values
  • We aspire to lead. Tap into your talent, ambition, and knowledge to bring us – and you – to new heights.
  • We’re relentlessly curious. We push beyond the usual, the known, the “that’s just how it’s done.”
  • We’re better together. We learn from, accept, respect, support, and value one another– and are creating something remarkable in the process.
  • We serve our customers, always. We listen, question, respond, and strive for wow moments.
  • We strive for better, not perfect. We won’t get it right the first time – or every time. We’ll provide a safe environment in which to make mistakes, iterate, improve, and grow.
  • Our workplace is for everyone, as is our people powered platform. 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.

Location: Oxford (Spanish speaker)

Hybrid: 3 times per week office attendance for day shifts, late/evening shifts will be home based.

Working Hours: 37.5 per week, ability to work any 8hr shift Monday to Sunday, with home working for late shifts. We operate a 24hrs 7 days week environment; shift assigned to you may require that you work over weekends and public holidays

Basis Requirements:

  • Minimum broadband connections of 25MB download speed and 10MB upload speed using a hard-wire Ethernet internet connection (no Wi-Fi). Proof of connectivity will be required

  • A minimum of six months of experience in Customer Service in an office/call centre setting

  • Home environment free from background noise where you can connect the equipment directly 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. Associates will utilize a variety of 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

  • Spanish speaking/reading/writing
  • Ability to empathise with and prioritise 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 with the ability to prioritise essential tasks

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 - ability to clearly understand and respond appropriately to the issues that customers present

  • Composition skills - ability to consistently compose a grammatically correct concise, and accurate written response to customer issues

Problem Solving Skills:

  • Ability to approach problems logically and with good judgement to ensure the appropriate customer outcome

  • 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 prioritise work time to ensure efficiency

Preferred qualifications:

  • Ideally you will have previous call centre customer service experience

  • Experience delivering service through multiple channels including phone, email, chat, video calls or service through social media would also be desirable

  • A minimum of six months of experience handling escalated contacts with legal, regulatory, Governmental and/or PR implications