About Viator:Viator is a Tripadvisor company that makes it easy to find and book something you'll love to do. With an industry leading selection of high-quality experiences, Viator gives millions of travellers a month something new to discover, both near and far from home. ​We believe that we are better together, and at Viator we welcome you for who you are. Our workplace is for everyone, as is our people powered platform. At Viator, we want you to bring your unique identities, abilities and experiences, so we can collectively revolutionise travel and together find the good out there.Location:  UK fully remote midnight to 8:30am  (Japanese Speaking) Working Hours: 37.5 per week, ability to work any 8hr shift Monday to Friday, 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 holidaysBasis 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 settingHome environment free from background noise where you can connect the equipment directly to the router/modem via Ethernet cableGood command of English (verbal and written)Typing, phone, and computer navigation skillsAbility to cope well in a high pressure environment while maintaining high quality outputsFlexibility in work hours based on scheduling needs and customer demandsWhat 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 youAdditional Required Skills:Customer FocusAbility to empathise with and prioritise customer needsUphold company values and respect every customerExude patience and ownership with each customerAbility to resolve conflicts and set appropriate expectations with customers’Ability to determine customer needs and provide appropriate solutionsExcellent time management skills with the ability to prioritise essential tasksCommunication Skills: Ability to communicate clearly and concisely with both external customers and coworkersAbility to document customer account activities thoroughly and conciselyComprehension skills - ability to clearly understand and respond appropriately to the issues that customers presentComposition skills - ability to consistently compose a grammatically correct concise, and accurate written response to customer issuesProblem 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 effectivelyDesire to continually learnSolution oriented and self-motivated Ability to effectively prioritise work time to ensure efficiencyPreferred qualifications:Ideally you will have previous call centre customer service experienceExperience 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