Escalation Resolution Associate (French) Viator

at  TripAdvisor

ABOUT VIATOR

Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. And with 300,000+ travel experiences to explore—everything from simple tours to extreme adventures (and all the niche, interesting stuff in between)—making memories that will last a lifetime has never been easier. With industry- leading flexibility and last-minute availability, it’s never too late to make any day extraordinary. Viator. One app, 300,000+ travel experiences you’ll remember.

BASIS REQUIREMENTS:

• Minimum broadband connections of 25MB download speed and 10MB upload speed using a hard-wire Ethernet internet connection (no Wi-Fi). Proof of connectivity will be required
• 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

ADDITIONAL REQUIRED SKILLS:

• Customer Focus
• French speaking/reading/writing
• 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
• Shifts anything between 08:00 to 20:00

Please refer the Job description for details