Escalation Resolution Associate (German) Oxford

Job Description

Viator is seeking an Escalation Resolution Associate (German) to join their team in Oxford. This role involves resolving customer queries via phone, chat, and email while ensuring high customer satisfaction. The associate will use various software tools to navigate accounts, research policies, and communicate solutions effectively.

The position is hybrid, requiring office attendance three times a week for day shifts, with late/evening shifts being home-based. The working hours are 37.5 per week, with the ability to work any 8-hour shift Monday to Sunday.

What the role involves:

• Supporting customers by resolving queries through phone, chat, and email.
• Navigating customer accounts using software tools.
• Researching and reviewing policies.
• Communicating effective solutions.

Requirements:

• Must be fluent in German.
• Minimum broadband connection of 25MB download and 10MB upload speed via Ethernet.
• Minimum six months of customer service experience in an office/call center setting.
• 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.

What Viator offers:

• Opportunity to work in a hybrid environment.
• A chance to work in 24/7 environment