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For Companies At a Glance
- Tasks: Help customers resolve queries via phone, chat, and email in a fast-paced environment.
- Company: Join Viator, a Tripadvisor company revolutionising travel experiences for millions worldwide.
- Benefits: Enjoy hybrid working, flexible hours, and a supportive, inclusive workplace culture.
- Why this job: Be part of a dynamic team that values your unique identity and skills while making a difference.
- Qualifications: Fluent in German, with six months of customer service experience and strong communication skills.
- Other info: Work from home for late shifts; must have a quiet environment and reliable internet.
The predicted salary is between 30000 - 42000 £ per year.
About Viator: Viator is a Tripadvisor company that makes it easy to find and book something you'll love to do. With an industry-leading selection of high-quality experiences, Viator gives millions of travellers a month something new to discover, both near and far from home. We believe that we are better together, and at Viator we welcome you for who you are. Our workplace is for everyone, as is our people-powered platform. At Viator, we want you to bring your unique identities, abilities, and experiences, so we can collectively revolutionise travel and together find the good out there.
Location: Oxford (German speaker)
Hybrid: 3 times per week office attendance for day shifts, late/evening shifts will be home based.
Working Hours: 37.5 per week, ability to work any 8hr shift Monday to Sunday, with home working for late shifts. We operate a 24hrs 7 days week environment; shift assigned to you may require that you work over weekends and public holidays.
Minimum Requirements:
- Must be fluent in German
- 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.
What you'll do:
As an Escalation Resolution Associate (German) 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. If you are a people person and can deliver great customer service, this role is for you.
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 implications.
Escalation Resolution Associate (German) Oxford Office employer: TripAdvisor LLC
Contact Detail:
TripAdvisor LLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Escalation Resolution Associate (German) Oxford Office
✨Tip Number 1
Familiarise yourself with Viator's services and customer experience philosophy. Understanding their offerings will help you relate better to customers and provide tailored solutions during your interactions.
✨Tip Number 2
Brush up on your conflict resolution skills. Since the role involves handling escalated contacts, being able to demonstrate your ability to manage difficult situations calmly and effectively will set you apart from other candidates.
✨Tip Number 3
Practice your communication skills in both German and English. Being able to switch between languages fluently will be crucial in this role, especially when documenting customer interactions or resolving queries.
✨Tip Number 4
Prepare for a fast-paced environment by developing your time management skills. Show that you can prioritise tasks effectively, as this will be essential in meeting customer needs and maintaining high service standards.
We think you need these skills to ace Escalation Resolution Associate (German) Oxford Office
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the Escalation Resolution Associate position. Tailor your application to highlight relevant experiences that align with the role.
Highlight Language Skills: Since fluency in German is a must, make sure to emphasise your language skills prominently in your CV and cover letter. Provide examples of how you've used your language abilities in customer service settings.
Showcase Customer Service Experience: Detail your previous customer service experience, especially in high-pressure environments. Use specific examples to demonstrate your problem-solving skills and ability to handle escalated issues effectively.
Craft a Compelling Cover Letter: Write a personalised cover letter that reflects your passion for customer service and your understanding of Viator's mission. Mention how your unique experiences can contribute to their team and enhance customer satisfaction.
How to prepare for a job interview at TripAdvisor LLC
✨Showcase Your Language Skills
Since this role requires fluency in German, be prepared to demonstrate your language skills during the interview. You might be asked to converse in German or respond to customer scenarios in the language, so practice speaking and writing in German beforehand.
✨Highlight Customer Service Experience
Make sure to discuss your previous customer service experience, especially in a call centre environment. Share specific examples of how you've handled difficult situations or escalated issues, as this will show your capability to manage high-pressure scenarios effectively.
✨Demonstrate Problem-Solving Skills
Prepare to discuss how you approach problem-solving. Think of examples where you had to make quick decisions or resolve conflicts. This will illustrate your ability to think logically and act decisively, which is crucial for the Escalation Resolution Associate role.
✨Emphasise Flexibility and Adaptability
Given the hybrid working model and varied shift patterns, it's important to convey your flexibility regarding work hours. Be ready to discuss how you can adapt to changing schedules and maintain high-quality outputs, even under pressure.
