As a Customer Service Advisor for Tripadvisor Rentals/Bókun you will undertake a variety of duties from troubleshooting technical Issues to investigate in-depth, complex cases where your mediation and negotiation skills will be called upon to deliver a high level of resolution. Using all available knowledge tools and resources to achieve the defined KPIs you will be required to quickly diagnose and triage issues, resolve incidents and/or dispatch to the next resolving group according to the escalation process. You are expected to have the technical and interpersonal skills to deliver a high level of customer satisfaction.

Your key responsibilities will include:

• Handle English and German inbound/outbound calls/emails or chats according to company policy.
• Identify and resolve customers’ requests/questions or complaints using relevant knowledge base tools or other technical resources.
• Ensure excellent troubleshooting documentation.
• Communicate and consult with colleagues to share best practice.
• Follow best practice incident management processes to ensure the KPIs are met.
• Comply with/complete global support specific or ad-hoc tasks.
• Escalate complex tickets to 2nd tier support and follow up for resolution.
• Meet support KPIs (Initial response time, Quality scores, Client happiness rating).

The ideal person for this role will be:

• 1-3 years of proven experience in a Customer Service position where technical skills and troubleshooting was required 
• “Problem Solving” character - Ability to apply analytical and investigative skills to resolve customer issues creatively and with minimal direction.
• Customer oriented, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution.
• A team player who is positive, friendly and has a can-do attitude towards staff and customers.
• Receptive to constructive feedback and changes within the business.
• Confident and competent in handling complaints, mediation and troubleshooting technical issues.
• Experience within the travel, tourism, leisure and hospitality industries would be an advantage but is not essential if you have a passion for customer care.
• Experience of working to customer satisfaction based targets and operational metrics such as quality and handle time.
• Fluency in written and spoken English & German language is essential. (C1 level).
• Ability to multitask in a fast paced environment, Identifying next steps and executing on them diligently.
• Ability to work shift patterns, including some weekends.