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Job Description
Viator is seeking a Spanish Escalation Resolution Associate to support customers by resolving queries via phone, chat, and email. The associate will use software tools to navigate accounts, research policies, and communicate solutions. This role requires excellent customer service skills and the ability to work in a fast-paced environment.
About Company: Viator, a Tripadvisor company
Role involves:
- Resolving customer queries through phone, chat, and email
- Navigating customer accounts using various software tools
- Researching and reviewing policies
- Communicating effective solutions
Requirements:
- Minimum broadband connection of 25MB download and 10MB upload speed
- Minimum six months of experience in Customer Service
- Home environment free from background noise
- Good command of English (verbal and written)
- Typing, phone, and computer navigation skills
- Ability to cope well in a high-pressure environment
- Flexibility in work hours
- 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
- Ability to communicate clearly and concisely
- Ability to document customer account activities thoroughly and concisely
- Comprehension skills
- Composition skills
- Problem Solving Skills
- Desire to continually learn
- Solution oriented and self-motivated
- Ability to effectively prioritise work time
Role offers:
- Competitive compensation packages
- Flexible schedule
- Donation matching
- Tuition assistance
- Lifestyle benefit
- Travel perks
- Employee assistance program
- Health benefits
