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Full-Time

Escalation Resolution Associate

German, Oxford, Viator

Posted on 8/12/2024

TripAdvisor

TripAdvisor

51-200 employees

Largest travel platform for reviews and bookings

Consumer Goods
Entertainment

Entry, Junior

Oxford, UK

Remote-friendly with option to join on-site.

Category
Customer Support
Customer Success & Support
Required Skills
Customer Service
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
  • Customer Focus
  • Fluent in German 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
  • 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
  • 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
Responsibilities
  • supporting our customers by resolving their queries through phone chat and email contacts, ensuring the highest delivery of customer satisfaction
  • 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

Tripadvisor is the largest travel platform in the world, designed to help travelers research and plan their trips. It collects millions of reviews and opinions from travelers about various services such as hotels, restaurants, activities, airlines, and cruises. Users can access this information to make informed decisions about their travel plans. Tripadvisor operates mainly through advertising revenue, offering businesses in the travel industry the opportunity to advertise and enhance their listings on the platform. Additionally, it earns money through affiliate commissions when users book travel services through its links. What sets Tripadvisor apart from its competitors is its vast database of user-generated content, which provides authentic insights and recommendations. The goal of Tripadvisor is to empower travelers with the information they need to create memorable travel experiences.

Company Stage

IPO

Total Funding

$325M

Headquarters

Englewood, Colorado

Founded

1999

Growth & Insights
Headcount

6 month growth

0%

1 year growth

0%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • The recent $500M Term Loan B Facility secures Tripadvisor's financial stability, enabling further growth and innovation.
  • Potential acquisition and privatization could lead to strategic realignments and increased investment in the platform.
  • The formation of a special committee to evaluate potential transactions indicates proactive governance and potential for shareholder value maximization.

What critics are saying

  • The potential acquisition and privatization process could create uncertainty and instability for employees.
  • Dependence on advertising revenue makes Tripadvisor vulnerable to market fluctuations and economic downturns.

What makes TripAdvisor unique

  • Tripadvisor's extensive database of millions of reviews and opinions from a global community provides unparalleled insights for travelers, setting it apart from competitors.
  • The significant voting interest held by Liberty TripAdvisor Holdings allows for strategic influence and stability in decision-making, unlike other travel platforms with more fragmented ownership.
  • Tripadvisor's dual revenue streams from advertising and affiliate commissions offer a diversified income model, reducing dependency on a single revenue source.
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