Technical Customer Service Advisor in Oxford

About Tripadvisor

Tripadvisor, the world's largest travel site, is on a mission to enable travelers to unleash the full potential of every trip. With over a billion reviews and opinions covering the world's largest selection of travel listings worldwide – covering approximately 7.5 million accommodations, airlines, cruises, attractions, and restaurants – Tripadvisor provides travelers with the wisdom of the crowds to help them decide where to stay, how to fly, what to do and where to eat.

About Bókun

Bókun is a business management software created specifically for tours, attractions, and experiences suppliers. Its vision is to power the travel experience industry, driving more bookings for operators, connecting new channels while enabling third parties to build and connect to our platform, and optimizing suppliers' operation with new tools and services to support business growth. Bókun acts as a booking engine, an inventory channel manager, a price management tool, and more. Founded in 2012, Bókun's customer base is global, ranging from local suppliers to Fortune 500 companies.

What You’ll Do

As a Technical Customer Service Advisor at Bókun you will undertake a variety of duties from troubleshooting technical issues to investigate in-depth, complex cases where your mediation and negotiation skills will be called upon to deliver a high level of resolution. Using all available knowledge tools and resources to achieve the defined monthly goals you will be required to quickly diagnose and triage issues, resolve incidents and/or dispatch to the next resolving group according to the escalation process. You are expected to have the technical and interpersonal skills to deliver a high level of customer satisfaction.

Your Key Responsibilities Will Include:

• Handle English inbound/outbound, Teams meetings, calls/emails or chats according to company policy.
• Troubleshooting incoming issues, identify root causes and finding a path to resolution.
• Researching and resolving internal (tier 1) and external user-reported issues related to the product.
• Gather data, test and replicate problems.
• Raising detailed bug tickets for the development team where necessary and proactively following up on the tickets.
• Ensure excellent troubleshooting documentation.
• Act as an internal escalation route for all Tier 1 support issues.
• Collaborating with technical teams to help with support escalations.
• Follow best practice incident management processes to meet your monthly goals (Initial response time, Quality scores, Customer Satisfaction metrics).

The Ideal Person For This Role Will Be:

• 1–3 years of proven experience in a Customer Service position where technical skills and troubleshooting were required (preferably in the B2B sector).
• "Problem Solving" character - Ability to apply analytical and investigative skills to resolve customer issues creatively and with minimal direction.
• Hold a basic knowledge of CSS, HTML, and website CMS tools.
• Customer-oriented, enthusiastic, courteous, assertive, and motivated to take charge of both customer engagement and problem resolution.
• A team player who is positive, friendly, and has a can-do attitude towards staff and customers.
• Receptive to constructive feedback and changes within the business.
• Confident and competent in handling complaints, mediation, and troubleshooting technical issues.
• Experience within the travel, tourism, leisure, and hospitality industries would be an advantage but is not essential if you have a passion for customer care.
• Experience in working to customer satisfaction-based targets and operational metrics such as quality and handle time.
• Fluency in written and spoken English plus but not essential an EU language between Spanish, Italian or French.
• Ability to multitask in a fast-paced environment, identifying next steps and executing them diligently.
• Ability to work shift patterns, including some weekends.

Our Cultural Pillars:

• Traveler first: We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us.
• Execution is our edge: We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business. Our execution is agile, data-driven, prioritised, and built to scale. We assume no problem is someone else’s problem and finish what can be done today, knowing tomorrow will bring fresh challenges.
• We succeed together: The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, individually and as a team. We celebrate the quality of our effort, our learnings, and our collective achievements.

We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or recruiting process, please 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. We have all the answers!