At a Glance
- Tasks: Resolve customer queries via phone, chat, and email while delivering top-notch service.
- Company: Join Tripadvisor, a leading travel platform connecting people to unforgettable experiences.
- Benefits: Enjoy competitive pay, flexible schedules, travel perks, and tuition assistance for your growth.
- Other info: Work in a dynamic, supportive environment with opportunities for career advancement.
- Why this job: Make a real difference by helping customers navigate their travel experiences with empathy.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
About Tripadvisor
The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world’s most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories.
This role is a hybrid position that requires 3 times per week in our Oxford 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. The shift will be from 12:00 AM UK time to 8:30 AM UK time. We operate a 24hrs 7 days week environment; shift assigned to you may require that you work over weekends and public holidays.
As an Escalation Resolution Associate, you will support customers by resolving queries across phone, chat, and email, with a focus on delivering high-quality, consistent service. You’ll handle complex and escalated contacts, including cases with legal, regulatory, governmental, or PR considerations, managing each with care and sound judgment. You’ll also support day-to-day operations by assisting with booking-related queries, providing basic technical guidance, and helping both customers and agents find clear, effective solutions. You’ll use a range of tools to review customer accounts, interpret policies, and resolve issues efficiently. You’ll also partner with your Team Manager on projects that improve processes, team performance, and overall service delivery. You will be responsible for highlighting opportunities to mitigate customer experiences to prevent reoccurrence by raising appropriate escalation forms for Supplier, Offline support or online issues. This will be a key part of your role.
This is a fast-paced environment where you’ll take initiative, stay solution-focused, and step in where support is needed. If you enjoy helping people and solving problems, this role could be a great fit.
Basic Requirements
- Minimum broadband connection: 25MB download and 10MB upload via Ethernet (no Wi-Fi). Proof required
- At least 6 months’ experience in customer service (office or call centre)
- Quiet home working environment with direct Ethernet connection
- Strong written and spoken English
- Confident typing, phone, and computer navigation skills
- Ability to work in a high-pressure environment while maintaining quality
- Flexibility to work across shifts, including weekends and public holidays
Additional Skills
- Customer focus: Put customer needs first and show empathy in every interaction. Take ownership and follow through on issues. Handle conflict and set clear expectations. Identify needs and provide the right solutions.
- Communication: Communicate clearly and concisely with customers and colleagues. Keep accurate and thorough case notes. Understand issues quickly and respond appropriately. Write clear, grammatically correct responses.
- Problem solving: Approach problems logically and use sound judgment. Make timely, effective decisions for the customer. Stay curious and open to learning. Work independently and stay solution-focused. Prioritise tasks to manage workload effectively.
Preferred qualifications
- Previous call centre customer service experience
- Experience supporting customers across multiple channels (phone, chat, email, social)
- At least 6 months’ experience handling escalated contacts with legal, regulatory, governmental, or PR considerations
What We Offer
- Competitive compensation packages, including base salary and annual bonuses
- “Work your way” with flexibility to suit your lifestyle.
- Flexible schedule. Work-life balance is ingrained in our culture by design.
- Donation matching. We match qualifying charitable donations annually.
- Tuition assistance. Receive annual support for qualified programs.
- Lifestyle benefit. An annual benefit to spend on yourself.
- Travel perks. We provide discounts and more.
- Employee assistance program. Resources and programs to help you through life’s challenges.
- Health benefits. Great coverage and competitive premiums.
- Generous referral scheme. Help us grow and be rewarded with generous awards for referring successful candidates.
Our Cultural Pillars:
- Traveler first: We exist to create value for our customer, the traveler.
- Execution is our edge: We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow.
- We succeed together: The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals.
We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at AccessibleRecruiting@tripadvisor.com. If you have any additional questions about careers at Tripadvisor you can email us at recruitment@tripadvisor.com.
Escalation Resolution Associate in Oxford employer: Tripadvisor
Tripadvisor is an exceptional employer that prioritises employee well-being and growth, offering a hybrid work model that fosters flexibility and work-life balance. With competitive compensation packages, generous benefits like tuition assistance and travel perks, and a culture built on collaboration and empathy, employees are empowered to thrive in their roles while contributing to meaningful customer experiences. Located in Oxford, the company provides a vibrant environment for personal and professional development, making it an ideal place for those seeking a rewarding career in the travel industry.
StudySmarter Expert Advice🤫
We think this is how you could land Escalation Resolution Associate in Oxford
✨Tip Number 1
Get to know the company! Research Tripadvisor and its values. When you understand what they stand for, you can tailor your conversations to show how you fit right in with their culture.
✨Tip Number 2
Practice your communication skills! Since you'll be handling customer queries across various channels, being clear and concise is key. Try role-playing scenarios with a friend to boost your confidence.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you resolved complex issues. Be ready to share these during interviews to demonstrate your capability.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and genuinely interested in joining the Tripadvisor team.
We think you need these skills to ace Escalation Resolution Associate in Oxford
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Escalation Resolution Associate role. Highlight your customer service experience and any relevant skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Communication Skills:Since this role involves a lot of written communication, ensure your application is clear and concise. Use proper grammar and spelling, and don’t forget to express your enthusiasm for helping customers. We love a good communicator!
Demonstrate Problem-Solving Abilities:In your application, share examples of how you've successfully resolved customer issues in the past. We’re looking for candidates who can think on their feet and provide effective solutions, so let us know how you’ve done this before!
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Tripadvisor
✨Know the Company Inside Out
Before your interview, take some time to research Tripadvisor and its various brands. Understand their mission, values, and the services they offer. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Prepare for Scenario-Based Questions
As an Escalation Resolution Associate, you'll likely face complex situations. Prepare for scenario-based questions by thinking of examples from your past experience where you successfully resolved customer issues, especially those involving escalations or sensitive matters.
✨Showcase Your Communication Skills
Since this role requires clear communication across multiple channels, practice articulating your thoughts concisely. During the interview, demonstrate your ability to communicate effectively by providing structured answers and asking clarifying questions when needed.
✨Emphasise Your Problem-Solving Abilities
Highlight your problem-solving skills by discussing how you've approached challenges in previous roles. Be ready to explain your thought process and the steps you took to resolve issues, particularly in high-pressure situations, as this is crucial for the role.
