Overview
Escalation Resolution Associate (Italian speaker) – Oxford
Location: Oxford, England, United Kingdom
Responsibilities
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 fast-paced environment. If you are a people person and can deliver great customer service, this role is for you.
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.
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 implication
Qualifications
Basis Requirements (converted to bold text are shown as plain text here):
* 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
Benefits
* Competitive compensation packages (base salary, annual bonus, and equity)
* “Work your way” with flexibility to suit your lifestyle. Remote-friendly with optional on-site work
* Flexible schedule and work-life balance
* Donation matching
* Tuition assistance
* Lifestyle benefit for travel, wellness, or other personal needs
* Travel perks with employee discounts
* Employee assistance program
* Health benefits with coverage and premiums
Locations and Hours
Location: Oxford (Italian speaker)
Working Hours: 37.5 per week, ability to work any 8-hour shift Monday to Sunday, with home working for late shifts. 24/7 operations may require weekend and public holiday work.
Notes: If you need a reasonable accommodation or support during the application or recruiting process due to a medical condition or disability, contact AccessibleRecruiting@Tripadvisor.com with the job requisition number.
Apply
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