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We believe that we are better together, and at Tripadvisor we welcome you for who you are. Our workplace is for everyone, as is our people-powered platform. At Tripadvisor, we want you to bring your unique identities, abilities, and experiences, so we can collectively revolutionize travel and together find the good out there.

Tripadvisor is looking for a customer-oriented enthusiast to join our European Customer Support team. You will provide front-line customer support by interacting daily with Owners and Members via phone, e-mail, chat, and Social Media for the Spanish, Italian, and English-speaking markets (additional language will be a plus!).

Location - London

Hybrid - 3 days a week office attendance

Languages: Italian & Spanish

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Deal directly with owners/members by phone, email, chat, and social media
• Respond promptly to customer inquiries
• Handle and resolve customer complaints
• Obtain and evaluate all relevant information to handle inquiries and complaints
• Cancelling and modifying reservations by phone
• Making outbound calls to hotel properties, Online Travel Agencies, and other businesses
• Corresponding courteously & professionally in email, chat, and call interactions
• Providing consistent and timely product feedback to improve customers' experiences
• Recording accurate booking information, customer inquiries, interactions, and details of actions taken into various in-house software solutions
• Special project/product work when required
• Representing Tripadvisor in all customer interactions, displaying company values and focusing on customer satisfaction
• Responsible for personal performance on customer satisfaction surveys, quality scores, contact handle time & productivity metrics.
• Communicate and coordinate with internal business unit stakeholders
• Address escalations from offshore agents on bugs and technical problems
• Should deal with sensitive cases carefully
• Handle and resolve customer complaints within a 1-2 business-day turnaround
• Obtain and evaluate all relevant information to handle inquiries and complaints
• Keep accurate records of customer inquiries, interactions, and details of actions taken
• Follow up on customer interactions
• Track and report on appropriate metrics
• Troubleshoot technical problems and escalate bug reports to management
• Should be open to work in 7 days environment requirements

EXPERIENCE and/or EDUCATION

• Strong customer service skills (professional telephone, email and chat etiquette)
• Strong time management/prioritization skills and multitasking ability
• Ability to work in a team, anticipate problems and suggest solutions
• Experience in online travel in customer service, operations or reservations
• Distinct Advantage if proficient with Travel Global Distribution Systems (GDS)
• Good understanding with the Tripadvisor site, including the submission of reviews, membership and participation in Forums
• Patience, empathizing and understanding when speaking with both Owners and Members
• Sense of discretion around confidential information
• Basic background knowledge of computers and IT functions
• Experience with relevant applications, including but not limited to:

Web-based content management Systems CRM/Customer Support Tools (Salesforce, Zendesk etc) Word Processing/Spreadsheet Applications (Microsoft Office, etc.) Social Media Applications (Facebook, Twitter, etc.)

• Excellent interpersonal and communication skills (verbal and written), fluent in English, Italian and Spanish. Knowledge of any additional European language is a distinct advantage.
• Willingness to work shift patterns essential
• Flexibility to work weekends and on a bank holiday (days back in lieu)

WHAT WE OFFER:

• Generous stock award upon joining
• Generous vacation and paid time off policy.
• Meal credits available for lunch
• Full family private healthcare and dental
• Excellent contributory pension.
• Critical illness and full life cover
• Lifestyle benefit up to £1,050 per year to use on what you like, for example: gym membership, home office set up, holidays, etc.
• Opportunities for professional growth and development within a rapidly expanding organization.
• Collaborative and supportive work environment, with a team of dedicated professionals.
• The chance to make a real impact in the travel and tourism industry.

Note: this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Management reserves the right to revise the job or to require that different tasks be performed as necessary.

If you need a reasonable accommodation or support during the application or the recruiting process due to a medical condition or disability, please reach out to your individual recruiter or send an email to [email protected] and let us know the nature of your request. Please include the job requisition number in your message.

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