Overview
Escalation Resolution Associate (Italian speaker) – Oxford. Join to apply for the Escalation Resolution Associate (Italian speaker) role at Viator, a Tripadvisor company.
Location: Oxford (Italian speaker). Working Hours: 37.5 per week, ability to work any 8hr shift Monday to Sunday, with home working for late shifts. We operate a 24/7 environment; shifts may include weekends and public holidays.
About Viator
Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. Viator offers 300,000+ travel experiences to explore and a remote-friendly approach to collaboration across a worldwide team.
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 level of customer satisfaction. Associates 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.
Basis Requirements
* Minimum broadband connection of 25 Mbps download and 10 Mbps upload via a hard-wired Ethernet 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 with equipment connected directly to the router/modem via Ethernet.
* 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.
Required Skills
* Fluent in Italian (speaking/reading/writing).
* Customer focus; empathy and prioritisation of customer needs.
* Uphold company values and respect every customer.
* Patience, ownership, and the ability to resolve conflicts and set appropriate expectations.
* 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.
* 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
* Approach problems logically with good judgement to ensure the appropriate customer outcome.
* Make appropriate decisions quickly and effectively on behalf of the customer.
* 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 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.
Perks & Benefits
* Competitive compensation with base salary, annual bonus, and equity where applicable.
* Remote-friendly with on-site options and flexible scheduling.
* Health benefits with competitive premiums.
* Donation matching, tuition assistance, lifestyle benefits, travel perks, and employee assistance program.
EEO statement and accommodations: If you need a reasonable accommodation or support during the application process due to a medical condition or disability, please contact AccessibleRecruiting@Tripadvisor.com and include the job requisition number.
#J-18808-Ljbffr