At a Glance
- Tasks: Diagnose and resolve technical issues while ensuring a seamless customer experience.
- Company: Bókun, a leading business management software for the travel industry.
- Benefits: Competitive salary, flexible work options, tuition assistance, and travel perks.
- Other info: Flexible schedule with a focus on work-life balance and career growth opportunities.
- Why this job: Join a dynamic team and make a real impact in the travel experience industry.
- Qualifications: 1-3 years in customer service, strong problem-solving skills, and fluency in English and Italian.
The predicted salary is between 30000 - 40000 € per year.
Location: Oxford, United Kingdom (Hybrid – 2 days per week in our Oxford office).
About Bókun
Bókun is a business management software created specifically for tours, attractions, and experience suppliers. It is the complete booking and channel management solution for extraordinary experiences, and its vision is to power the travel experience industry, driving more bookings for operators, connecting new channels, and enabling 3rd parties to build and connect to our platform, while optimizing supplier operations with new tools and services to support business growth. Founded in 2012, Bókun’s customer base is global, ranging from local suppliers to Fortune 500 companies.
What you’ll do:
As a Technical Support Advisor at Bókun, you will be part of the Escalation Team, playing a key role in diagnosing and resolving technical issues while ensuring a seamless customer experience. You will handle a diverse range of technical challenges — from troubleshooting complex incidents to investigating in‑depth cases that require strong analytical thinking, mediation, and negotiation skills. Using all available tools and resources, you’ll accurately triage and resolve customer issues or escalate them to the appropriate teams as needed. This role involves managing inbound and outbound communication in English and Italian across multiple channels, including email, phone, video calls with screen sharing, and chat. You will be responsible for researching and replicating reported problems, raising detailed bug reports, and proactively following up on open tickets to ensure timely resolution. In addition, you will maintain clear troubleshooting documentation, act as an internal escalation point for Tier 1 support cases, and collaborate closely with technical teams to manage escalations effectively. Success depends on combining strong technical acumen with excellent communication and interpersonal skills to deliver high‑quality support that meets key performance goals such as response time, quality, and customer satisfaction.
The ideal candidate will possess:
- 1–3 years of proven experience in a customer service or technical support role, ideally within the B2B sector.
- Strong problem‑solving mindset with the ability to apply analytical and investigative skills to resolve customer issues creatively and independently.
- Basic working knowledge of CSS, HTML, and website CMS tools.
- A customer‑focused attitude – enthusiastic, courteous, assertive, and proactive in driving engagement and resolution.
- Excellent teamwork skills, with a positive, friendly, and can‑do approach when collaborating with both customers and colleagues.
- Openness to learn new and complex topics, constructive feedback and adaptability to business changes.
- Confidence and professionalism in handling complaints, mediating conflicts, and troubleshooting technical issues.
- Experience in the travel, tourism, leisure, or hospitality industries is a plus, but not essential for candidates with a strong passion for customer care.
- Experience working toward customer satisfaction targets and operational metrics, including quality, efficiency, and handle time.
- Fluency in written and spoken English and Italian.
- Ability to multitask effectively in a fast‑paced environment, identify next steps, and follow through with precision.
- Flexibility to work shift patterns, including occasional weekends.
What We Offer:
- Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses.
- “Work your way” with flexibility to suit your lifestyle.
- Tripadvisor Group takes a remote‑friendly approach to collaboration across a worldwide team, with the option to join on‑site as often as you’d like or as required by your team.
- Flexible schedule. Work‑life balance is ingrained in our culture by design. Trust and accountability make it work.
- Donation matching. Give back? Give more! We match qualifying charitable donations annually.
- Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.
- Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
- Travel perks. We believe that travel is employee development, so we provide discounts and more.
- Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
- Health benefits. We offer great coverage and competitive premiums.
- Generous referral scheme. Help us grow and be rewarded with generous awards for referring successful candidates.
Technical Customer Service Advisor (Italian Speaking) - Bókun employer: TripAdvisor LLC
Bókun is an exceptional employer that prioritises employee well-being and professional growth, offering a hybrid work model in the vibrant city of Oxford. With a strong focus on work-life balance, competitive compensation, and unique benefits such as tuition assistance and travel perks, Bókun fosters a collaborative and supportive culture where employees are encouraged to thrive. Join us to be part of a dynamic team dedicated to powering the travel experience industry while enjoying a fulfilling career in a flexible and engaging environment.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Customer Service Advisor (Italian Speaking) - Bókun
✨Tip Number 1
Get to know Bókun inside out! Familiarise yourself with their software and the travel industry. This will not only help you answer questions confidently but also show your genuine interest in the role.
✨Tip Number 2
Practice your communication skills in both English and Italian. Since you'll be dealing with customers in both languages, being articulate and clear will set you apart from the competition.
✨Tip Number 3
Show off your problem-solving skills during interviews! Prepare examples of how you've tackled technical issues in the past. We love to see candidates who can think on their feet and come up with creative solutions.
✨Tip Number 4
Apply through our website for a smoother process! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join the team at Bókun.
We think you need these skills to ace Technical Customer Service Advisor (Italian Speaking) - Bókun
Some tips for your application 🫡
Show Your Technical Skills:Make sure to highlight any technical skills you have, especially with CSS, HTML, or CMS tools. We want to see how you can troubleshoot and resolve issues, so give us examples of your problem-solving prowess!
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the specific requirements of the Technical Customer Service Advisor role. We love seeing candidates who really understand what we’re about.
Be Customer-Focused:Since this role is all about customer service, make sure to showcase your customer-focused attitude. Share experiences where you’ve gone above and beyond to help customers, as that’s what we value at Bókun!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at TripAdvisor LLC
✨Know Your Tech
Brush up on your technical skills, especially CSS, HTML, and CMS tools. Be ready to discuss how you've used these in past roles or how you would approach troubleshooting common issues. This will show that you're not just a people person but also technically savvy.
✨Practice Your Languages
Since this role requires fluency in both English and Italian, practice answering common interview questions in both languages. This will help you feel more confident and demonstrate your language skills effectively during the interview.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled complex customer issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers, highlighting your analytical thinking and creativity in resolving problems.
✨Emphasise Customer Focus
Bókun values a customer-focused attitude, so be sure to share stories that showcase your enthusiasm and proactive approach to customer service. Highlight any experiences where you went above and beyond to ensure customer satisfaction.
