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- Tasks: Help customers resolve their queries via phone, chat, and email in a fast-paced environment.
- Company: Join a dynamic team focused on delivering top-notch customer service.
- Benefits: Enjoy flexible work hours and the option to work from home for late shifts.
- Why this job: Perfect for people who love helping others and thrive under pressure while maintaining quality.
- Qualifications: Must have at least six months of customer service experience and be fluent in Spanish.
- Other info: Hybrid role with three days in the office; must be available for various shifts.
The predicted salary is between 30000 - 42000 £ per year.
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 (Spanish) 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
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
Basis Requirements:
- Must be fluent in Spanish
Escalation Resolution Associate (Spanish) Oxford employer: Tripadvisor
Contact Detail:
Tripadvisor Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Escalation Resolution Associate (Spanish) Oxford
✨Tip Number 1
Make sure to highlight your customer service experience, especially in a call center environment. Be ready to share specific examples of how you've handled escalated issues and maintained customer satisfaction.
✨Tip Number 2
Since this role requires flexibility in work hours, be prepared to discuss your availability during the interview. Show that you are willing to adapt to the scheduling needs of the company.
✨Tip Number 3
Demonstrate your problem-solving skills by preparing for situational questions. Think of scenarios where you successfully resolved conflicts or met customer needs under pressure.
✨Tip Number 4
As communication is key in this role, practice articulating your thoughts clearly in both English and Spanish. This will help you convey your ideas effectively during the interview process.
We think you need these skills to ace Escalation Resolution Associate (Spanish) Oxford
Some tips for your application 🫡
Highlight Relevant Experience: Make sure to emphasize your customer service experience, especially in a call center or office environment. Mention specific situations where you resolved escalated issues or provided exceptional service.
Showcase Language Skills: Since fluency in Spanish is a must, clearly indicate your language proficiency. If applicable, provide examples of how you've used your language skills in a professional setting.
Demonstrate Problem-Solving Abilities: Include examples in your application that showcase your problem-solving skills. Describe situations where you approached problems logically and made effective decisions to ensure customer satisfaction.
Tailor Your Application: Customize your CV and cover letter to reflect the specific requirements mentioned in the job description. Use keywords from the listing to demonstrate that you understand the role and its demands.
How to prepare for a job interview at Tripadvisor
✨Showcase Your Customer Service Experience
Be prepared to discuss your previous customer service roles in detail. Highlight specific situations where you successfully resolved customer issues, especially in high-pressure environments. This will demonstrate your ability to handle escalated contacts effectively.
✨Demonstrate Your Communication Skills
Since the role requires clear communication in both Spanish and English, practice articulating your thoughts concisely. You might be asked to respond to hypothetical customer queries, so think about how you would document these interactions clearly and accurately.
✨Emphasize Problem-Solving Abilities
Prepare examples of how you've approached and solved problems in past roles. Discuss your logical approach and decision-making process, especially in situations that required quick thinking and effective solutions.
✨Exude Patience and Empathy
During the interview, convey your ability to empathize with customers and prioritize their needs. Share experiences where you demonstrated patience and ownership in resolving conflicts, as this aligns with the company's values and expectations for the role.
