Escalation Resolution Associate (French speaking) Oxford
Join to apply for the Escalation Resolution Associate (French speaking) Oxford role at Viator.
Location: Oxford. Working Hours: 37.5 per week, ability to work any 8-hour shift Monday to Sunday, with home working for late shifts. This is a 24/7 environment; shift may require weekends and public holidays.
Overview
Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We are seeking an Escalation Resolution Associate who will support customers by resolving queries through phone, chat, and email while delivering high-quality service in a fast-paced environment.
What You'll Do
* Support customers by resolving queries through phone, chat, and email.
* Utilize software tools to navigate customer accounts, review policies, and communicate effective solutions.
* Maintain high levels of customer satisfaction in a challenging support environment.
Minimum Requirements
* Minimum broadband connection of 25 Mbps download and 10 Mbps upload using a wired Ethernet connection (no Wi-Fi). Proof of connectivity may be required.
* At least six months of experience in customer service in an office or 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 perform well under high pressure while maintaining quality outputs.
* Flexibility in work hours based on scheduling needs and customer demands.
Additional Required Skills
* Customer focus; fluent in French speaking/reading/writing.
* Empathy and ability to prioritise customer needs; uphold company values and respect customers.
* Patience, ownership, and conflict-resolution skills; ability to determine customer needs and provide appropriate solutions.
* Excellent time management and task prioritisation.
Communication Skills
* Clear and concise communication with customers and coworkers.
* Ability to thoroughly document customer account activities.
* Strong comprehension and written communication to respond accurately to issues.
* Grammatically correct, concise written responses to customer issues.
Problem Solving Skills
* Logical problem-solving approach with good judgement to achieve appropriate customer outcomes.
* Quick, effective decision-making on behalf of the customer.
* Desire to continually learn; solution-oriented and self-motivated.
* Ability to prioritise work time for efficiency.
Preferred Qualifications
* Previous call centre/customer service experience preferred.
* Experience delivering service through multiple channels (phone, email, chat, video, or social media).
* Experience handling escalated contacts with legal, regulatory, governmental, or PR implications (minimum six months).
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 AccessibleRecruiting@Tripadvisor.com and include the job requisition number.
Benefits
* Competitive compensation packages (base salary and annual bonuses).
* Remote-friendly collaboration with an option to join on-site as desired.
* Flexible schedule and work-life balance with trust and accountability.
* Donation matching for qualifying charitable donations.
* Tution assistance for qualified programs (annual support).
* Annual lifestyle benefit for travel, wellness, or personal use.
* Travel perks, including discounts.
* Employee assistance program.
* Health benefits with competitive premiums.
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