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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 Tripadvisor, a leading travel platform connecting millions of travellers worldwide.
- Benefits: Enjoy flexible remote work, competitive pay, tuition assistance, and wellness perks.
- Why this job: Be part of a dynamic team that values customer satisfaction and personal growth.
- Qualifications: Fluent in Italian and English, with at least six months of customer service experience.
- Other info: Work hours are flexible, including weekends and public holidays.
The predicted salary is between 28800 - 43200 £ per year.
Escalation Resolution Associate (Italian speaker) Oxford
Oxford, England, United Kingdom
Overview
Location: Oxford (Italian speaker)
Working Hours: 37.5 hours 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 include weekends and public holidays.
What You’ll Do
As an Escalation Resolution Associate you will be responsible for supporting customers by resolving their queries through phone, chat, and email, ensuring high levels of customer satisfaction. Associates will use various software tools to navigate customer accounts, research 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.
Requirements
- Minimum broadband connections of 25MB download speed and 10MB upload speed using 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 where equipment can be connected directly to the router 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.
Responsibilities
- Resolve escalated customer queries via phone, chat, and email.
- Navigate customer accounts and research policies to provide effective solutions.
- Maintain high levels of customer satisfaction and uphold company values.
- Document customer interactions thoroughly and clearly.
Preferred Qualifications
- Previous call centre customer service experience.
- Experience delivering service through multiple channels (phone, email, chat, video calls, social media).
- Experience handling escalated contacts with legal, regulatory, governmental, and/or PR implications (minimum six months).
Company Perks and Values
- Competitive compensation packages (base salary, annual bonus, and equity).
- Flexible, remote-friendly work environment with optional on-site attendance.
- Healthy work-life balance, donation matching, tuition assistance, lifestyle benefit, travel perks, and health benefits.
- Employee assistance program and inclusive workplace culture focused on curiosity, collaboration, and customer service excellence.
Additional
If you need a reasonable accommodation or support during the application process due to a medical condition or disability, please contact AccessibleRecruiting@Tripadvisor.com with the job requisition number.
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Escalation Resolution Associate (Italian speaker) Oxford employer: TripAdvisor LLC
Contact Detail:
TripAdvisor LLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Escalation Resolution Associate (Italian speaker) Oxford
✨Tip Number 1
Familiarise yourself with common customer service scenarios and how to handle escalations effectively. This will help you demonstrate your problem-solving skills during the interview.
✨Tip Number 2
Brush up on your Italian language skills, especially in a customer service context. Being able to communicate fluently will set you apart from other candidates.
✨Tip Number 3
Research StudySmarter's values and customer service philosophy. Showing that you align with our mission can make a strong impression during your discussions.
✨Tip Number 4
Prepare examples from your past experiences where you've successfully resolved customer issues. This will showcase your ability to empathise and prioritise customer needs.
We think you need these skills to ace Escalation Resolution Associate (Italian speaker) Oxford
Some tips for your application 🫡
Tailor Your CV: Make sure to customise your CV to highlight relevant experience in customer service, especially any roles that involved handling escalated contacts. Emphasise your ability to communicate effectively in both English and Italian.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your problem-solving skills. Mention specific examples of how you've resolved conflicts or improved customer satisfaction in previous roles.
Highlight Relevant Skills: In your application, clearly outline your skills that match the job description, such as empathy, communication, and time management. Use bullet points for clarity and ensure you provide examples where possible.
Proofread Your Application: Before submitting, carefully proofread your application for grammatical accuracy and clarity. A well-written application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at TripAdvisor LLC
✨Showcase Your Customer Focus
During the interview, emphasise your ability to empathise with customers and prioritise their needs. Share specific examples of how you've successfully resolved customer issues in the past, demonstrating your commitment to delivering excellent service.
✨Demonstrate Strong Communication Skills
Be prepared to discuss how you communicate clearly and concisely, both verbally and in writing. You might be asked to role-play a customer interaction, so practice articulating your thoughts and solutions effectively.
✨Highlight Problem-Solving Abilities
Prepare to discuss situations where you've had to think on your feet to resolve conflicts or complex issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses and showcase your logical approach to problem-solving.
✨Familiarise Yourself with Relevant Tools
Since the role involves using various software tools, it’s beneficial to mention any relevant experience you have with customer service platforms. If you’re not familiar with specific tools, express your willingness to learn quickly and adapt to new technologies.
