Team Support

Summary

Join Viator, a Tripadvisor company, as a Team Support I and play a key role in delivering exceptional service to agents and customers. You will oversee bookings, provide technical support, resolve queries, and handle escalated contacts. This role requires a minimum of six months of customer service experience and strong communication and problem-solving skills. The position offers a hybrid work model (Oxford office and remote), flexible hours, and various benefits, including competitive compensation, bonuses, flexible scheduling, donation matching, tuition assistance, and travel perks. You will work in a fast-paced environment, utilizing various software tools and proactively addressing challenges. The ideal candidate is a people person with excellent customer service skills.

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
• Customer Focus
• 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
• 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
• 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

Responsibilities

• Oversee the booking process
• Provide basic technical support
• Address and resolve customer and associate queries
• Handle escalated contacts that may involve legal, regulatory, governmental, or PR implications
• Assist the Team Manager with various projects focused on enhancing team performance, including operational improvements and development initiatives
• Proactively address challenges
• Utilize a variety of software tools to navigate customer accounts, research and review policies, and deliver effective solutions

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

Benefits

• Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses
• ���Work your way” with flexibility to suit your lifestyle. Viator takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like
• Flexible schedule
• Donation matching
• Tuition assistance
• Lifestyle benefit
• Travel perks
• Employee assistance program
• Health benefits