Escalation Resolution Associate

Description:

Viator, a Tripadvisor company and the leading marketplace for travel experiences, is seeking a French-speaking Escalation Resolution Associate to join their customer service team based in Oxford, UK. This hybrid role requires attendance at the office 3 times a week for day shifts, while evening shifts are remote.

In this role, you will support Viator customers by addressing and resolving escalated queries via phone, chat, and email channels. You will be expected to ensure a high level of customer satisfaction by applying problem-solving skills, empathy, and professionalism, even in high-pressure situations.

You will use various software tools to manage customer accounts, research policies, and develop appropriate solutions quickly and effectively. This role involves rotating shifts including weekends and public holidays, aligned to a 24/7 operational schedule.

Key Responsibilities:

• Resolve customer escalations through phone, email, and chat

• Maintain high quality standards in all customer interactions

• Navigate customer accounts and troubleshoot complex issues

• Set clear expectations and solutions for customers

• Demonstrate ownership, patience, and professionalism in every case

Required Skills and Qualifications:

• Fluency in French and good command of English (verbal and written)

• At least 6 months of experience in customer service (office/call center)

• Typing, phone, and computer navigation proficiency

• Excellent communication, comprehension, and writing skills

• Strong problem-solving and decision-making ability

• Ability to prioritize tasks effectively and manage time well

• A distraction-free home environment for remote work

• Hard-wired internet connection (minimum 25MB download / 10MB upload)

Preferred Qualifications:

• Experience working in a multi-channel contact environment (phone, email, chat, social media)

• Previous experience handling sensitive escalations (legal, PR, etc.)

Perks and Benefits:

• Competitive compensation and annual bonuses

• Flexible, remote-friendly work environment

• Annual lifestyle and travel perks

• Tuition assistance and professional development support

• Employee assistance programs

• Charitable donation matching

• Comprehensive health benefits