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.   Escalation Resolution Associate (Portuguese Speaking)

Location: Oxford  

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 youAdditional Required Skills:   ● Customer Focus● 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 tasksCommunication Skills:● Ability to communicate clearly and concisely with both external customers and co-workers● 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 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 effectively● Desire to continually learn● Solution oriented and self-motivated● Ability to effectively prioritise work time to ensure efficiencyPreferred 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  

 

If you need a reasonable accommodation or support during the application or the recruiting process due to a medical condition or disability, please reach out to your individual recruiter or send an email to AccessibleRecruiting@Tripadvisor.com and let us know the nature of your request.  Please include the job requisition number in your message.

 

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