Remote Escalation Resolution Associate

Summary

Join Viator, a Tripadvisor company, as an Escalation Resolution Associate and support customers by resolving their queries through phone chat and email contacts.

Requirements

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

Responsibilities

• Support customers by resolving their queries through phone chat and email contacts
• Ensure the highest delivery of customer satisfaction
• 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

Benefits

• Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary, annual bonus, and equity
• Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work
• Donation matching. Give back? Give more! We match qualifying charitable donations annually
• Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs
• Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you
• Travel perks. We believe that travel is employee development, so we provide discounts and more
• Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges
• Health benefits. We offer great coverage and competitive premiums