Escalation Resolution Associate Spanish – Tripadvisor Viator
Location: Oxford, UK (Spanish Speaking)
Hybrid Working: 3 days per week in office for day shifts; late/evening shifts remote.
Working Hours: 37.5 hours per week, any 8‑hour shift Monday to Sunday, including weekends and public holidays. Home working for late shifts.
Basis Requirements:
- Minimum broadband connection: 25 MB download and 10 MB upload via hard‑wire Ethernet (no Wi‑Fi). Proof of connectivity required.
- Minimum six months of customer service experience in an office/call‑centre setting.
- Quiet home environment free of background noise, with equipment directly connected to 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 you will support customers by resolving queries through phone, chat and email, ensuring the highest level of satisfaction. You 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 enjoy interacting with people and delivering excellent service, this role is for you.
Additional Required Skills:
- Customer focus.
- Empathy and prioritisation of customer needs.
- Uphold company values and respect every customer.
- Patience and ownership with each customer.
- Conflict resolution and setting appropriate expectations.
- Ability to determine customer needs and provide appropriate solutions.
- Excellent time‑management skills with ability to prioritise essential tasks.
Communication Skills:
- Clear and concise communication with customers and coworkers.
- Accurate documentation of customer account activities.
- Comprehension of customer issues and appropriate responses.
- Consistent, grammatically correct written communication.
Problem‑Solving Skills:
- Logical approach and good judgement to secure appropriate outcomes.
- Decide quickly and effectively on behalf of the customer.
- Desire to continually learn.
- Solution‑oriented and self‑motivated.
- Prioritise work time for efficiency.
Preferred Qualifications:
- Previous call‑centre customer service experience.
- Experience delivering service through multiple channels (phone, email, chat, video, social media).
- Minimum six months of experience handling escalated contacts with legal, regulatory or PR implications.
Perks of Working at Viator:
- Competitive compensation packages (base salary plus bonuses). Benchmarked against industry data.
- Flexible, remote‑friendly approach to collaboration, with option to join on‑site as desired.
- Flexible schedule and strong work‑life balance.
- Donation matching for charitable contributions.
- Tuition assistance for qualified programs.
- Annual lifestyle benefit for personal use (travel, wellness, etc.).
- Travel discounts and other perks.
- Employee assistance program for life challenges.
- Health benefits with competitive premiums.
Our Values:
- We aspire to lead – bring talent, ambition and knowledge to new heights.
- We are relentlessly curious – push beyond the usual.
- We are better together – respect, support and value one another.
- We serve our customers always – listen, question, respond and create wow moments.
- We strive for better, not perfect – safe environment to make mistakes and grow.
- Our workplace is for everyone – embrace unique identities, abilities and experiences.
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 your recruiter or send an email to the specified contact, including the job requisition number.
