Escalation Resolution Associate Spanish

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: 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:

• Must be fluent in Spanish

• 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 (Spanish) 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

• 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

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