Tripadvisor is looking for a customer-oriented enthusiast to join our European Customer Support team. You will provide front-line customer support by interacting daily with Owners and Members via phone, e-mail, chat, and Social Media for the English, German and French or Spanish or Italian-speaking markets (additional language will be a plus!).

Duties And Responsibilities

• Deal directly with owners/members by phone, email, chat, and social media
• Respond promptly to customer inquiries
• Handle and resolve customer complaints
• Obtain and evaluate all relevant information to handle inquiries and complaints
• Cancelling and modifying reservations by phone
• Making outbound calls to hotel properties, Online Travel Agencies, and other businesses
• Corresponding courteously & professionally in email, chat, and call interactions
• Providing consistent and timely product feedback to improve customers' experiences
• Recording accurate booking information, customer inquiries, interactions, and details of actions taken into various in-house software solutions
• Special project/product work when required
• Representing Tripadvisor in all customer interactions displaying company values and focusing on customer satisfaction
• Responsible for personal performance on customer satisfaction surveys, quality scores, contact handle time & productivity metrics.
• Communicate and coordinate with internal business unit stakeholders
• Address escalations from offshore agents on bugs and technical problems
• Should deal with sensitive cases carefully
• Handle and resolve customer complaints within a 1-2 business-day turnaround
• Obtain and evaluate all relevant information to handle inquiries and complaints
• Keep accurate records of customer inquiries, interactions, and details of actions taken
• Follow up on customer interactions
• Track and report on appropriate metrics
• Troubleshoot technical problems and escalate bug reports to management
• Should be open to work in 7 days environment

Requirements

• Strong customer service skills (professional telephone, email and chat etiquette)
• Strong time management/prioritization skills and multi-tasking ability
• Ability to work in a team, anticipate problems and suggest solutions
• Experience in online travel in customer service, operations or reservations
• Distinct Advantage if proficient with Travel Global Distribution Systems (GDS)
• Good understanding with the Tripadvisor site, including the submission of reviews, membership and participation in Forums
• Patience, empathizing and understanding when speaking with both Owners and Members
• Sense of discretion around confidential information

Education:

• Basic background knowledge of computers and IT functions

Experience with relevant applications, including but not limited to:

• Web-based content management Systems CRM/Customer Support Tools (Salesforce, Zendesk etc) Word Processing/Spreadsheet Applications (Microsoft Office, etc.) Social Media Applications (Facebook, Twitter, etc.)
• Excellent interpersonal and communication skills (verbal and written), fluent in English, German and French or Spanish or Italian. Knowledge of more European languages is a distinct advantage.
• Willingness to work shift patterns essential
• Flexibility to work weekends and on a bank holiday