* * AboutViator:
Viator is a Tripadvisor company that makes it easyto find and book something youll love to do. With an industryleading selection of highquality experiences Viator gives millionsof travellers a month something new to discover both near and farfrom home.
We believe that we arebetter together and at Viator we welcome you for who you are. Ourworkplace is for everyone as is our people powered platform. AtViator we want you to bring your unique identities abilities andexperiences so we can collectively revolutionise travel andtogether find the good out there.
Location:Oxford (Japanese Speaking)
Hybrid: 3 times perweek office attendance for day shifts late/evening shifts will behome based.
Working Hours: 37.5 per week abilityto work any 8hr shift Monday to Sunday with home working for lateshifts. We operate a 24hrs 7 days week environment; shift assignedto you may require that you work over weekends and public holidays
Basis Requirements:
Minimumbroadband connections of 25MB download speed and 10MB upload speedusing a hardwire Ethernet internet connection (no WiFi). Proof ofconnectivity will be required
A minimum of sixmonths of experience in Customer Service in an office/call centresetting
Home environment free from backgroundnoise where you can connect the equipment directly to therouter/modem via Ethernet cable
Good command ofEnglish (verbal and written)
Typing phone andcomputer navigation skills
Ability to cope wellin a high pressure environment while maintaining high qualityoutputs
Flexibility in work hours based onscheduling needs and customer demands
What youlldo:
As an Escalation Resolution Associate youwill be responsible for supporting our customers by resolving theirqueries through phone chat and email contacts ensuring the highestdelivery of customer satisfaction. Associates will utilize avariety of software tools to navigate customer accounts researchand review policies and communicate effective solutions in a funand fastpaced environment.
If you are a peopleperson and can deliver great customer service this role is for you
Additional Required Skills:
Customer Focus
Ability toempathise 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 appropriateexpectations with customers
Ability to determinecustomer needs and provide appropriate solutions
Excellent time management skills with theability to prioritise essential tasks
Communication Skills:
Abilityto communicate clearly and concisely with both external customersand coworkers
Ability to document customeraccount activities thoroughly and concisely
Comprehension skills ability to clearlyunderstand and respond appropriately to the issues that customerspresent
Composition skills ability toconsistently compose a grammatically correct concise and accuratewritten response to customer issues
ProblemSolving Skills:
Ability to approach problemslogically and with good judgement to ensure the appropriatecustomer outcome
Ability to make appropriatedecisions on behalf of the customer quickly and effectively
Desire to continually learn
Solution oriented and selfmotivated
Ability to effectively prioritise work time toensure efficiency
Preferred qualifications:
Ideally you will have previous call centrecustomer service experience
Experiencedelivering service through multiple channels including phone emailchat video calls or service through social media would also bedesirable
A minimum of six months of experiencehandling escalated contacts with legal regulatory Governmentaland/or PR implications