Overview
Escalation Resolution Associate (French speaker) – Oxford
Location: Oxford, England, United Kingdom
Working Hours
37.5 per week, ability to work any 8-hour shift Monday to Sunday, with home working for late shifts. We operate a 24/7 environment; shifts may require weekends and public holidays.
Basis Requirements
* Minimum broadband connection of 25 Mbps download and 10 Mbps upload using a hard-wired Ethernet connection (no Wi-Fi). Proof of connectivity required.
* Minimum six months of experience in Customer Service in an office/call centre setting.
* Home environment free from background noise with equipment connected directly to router/modem via Ethernet.
* Good command of English (verbal and written).
* Typing, phone, and computer navigation skills.
* Ability to cope 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, you will support customers by resolving queries through phone, chat, and email contacts, ensuring high customer satisfaction. You will use 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.
Required Skills and Qualifications
* Customer focus
* Fluent in French 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 with the ability to prioritise essential tasks
Communication Skills
* Clear and concise communication with customers and coworkers
* Ability to document customer account activities thoroughly and concisely
* Strong comprehension to understand and respond to customer issues
* Grammatically correct, concise written responses to customer issues
Problem Solving Skills
* Approach problems logically with good judgement to ensure appropriate outcomes
* Make appropriate decisions on behalf of the customer quickly and effectively
* Desire to continually learn
* Solution-oriented and self-motivated
* Ability to prioritise work time to ensure efficiency
Preferred Qualifications
* Previous call centre customer service experience
* Experience delivering service through multiple channels (phone, email, chat, video, or social media)
* Experience handling escalated contacts with potential legal, regulatory, governmental, or PR implications
Additional Information
If you need a reasonable accommodation or support during the application or recruiting process due to a medical condition or disability, please reach out to your recruiter or email AccessibleRecruiting@Tripadvisor.com with the nature of your request and the job requisition number.
Apply for this job
Tripadvisor applies for this role with standard application steps. If you have questions about the role, please contact the recruiting team as indicated in the posting.
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