Technical Customer Service Advisor
Bókun, Spanish Speaker
Updated on 5/2/2023
Oxford, UK
Experience Level
Desired Skills
Customer Service
  • , is on a mission to enable travelers to unleash the full potential of every trip. With over a billion reviews and opinions covering the world's largest selection of travel listings worldwide - covering approximately 7.5 million accommodations, airlines, cruises, attractions, and restaurants -- Tripadvisor provides travelers with the wisdom of the crowds to help them decide where to stay, how to fly, what to do and where to eat
  • Handle English & Spanish inbound/outbound, Teams meetings, calls/emails, or chats according to company policy
  • Troubleshooting incoming issues, identifying root causes, and finding a path to resolution
  • Researching and resolving internal (tier 1) and external user-reported issues related to the product. Gather data, test, and replicate problems. Raising detailed bug tickets for the development team where necessary and proactively following up on the tickets
  • Ensure excellent troubleshooting documentation
  • Act as an internal escalation route for all Tier 1 support issues
  • Collaborating with technical teams to help with support escalations
  • Follow best practice incident management processes to meet your monthly goals (Initial response time, Quality scores, Customer Satisfaction metrics)
  • 1-3 years of proven experience in a Customer Service position where technical skills and troubleshooting were required (preferably in the B2B sector)
  • “Problem-Solving” character - Ability to apply analytical and investigative skills to resolve customer issues creatively and with minimal direction
  • Hold a basic knowledge of CSS, HTML, and website CMS tools
  • Customer-oriented, enthusiastic, courteous, assertive, and motivated to take charge of both customer engagement and problem resolution
  • A team player who is positive, friendly, and has a can-do attitude towards staff and customers
  • Confident and competent in handling complaints, mediation, and troubleshooting technical issues
  • Experience within the travel, tourism, leisure, and hospitality industries would be an advantage but is not essential if you have a passion for customer care
  • Experience in working to customer satisfaction-based targets and operational metrics such as quality and handling time
  • Fluency in written and spoken English & Spanish
  • Ability to multitask in a fast-paced environment, Identifying next steps and executing them diligently
  • Ability to work shift patterns, including some weekends on rotation with the team

1,001-5,000 employees

Travel guidance platform
Company Overview
Liberty TripAdvisor Holdings' principal assets consist of its subsidiaries TripAdvisor and BuySeasons.