Tripadvisor
EscalationResolutionAssociate
“Escalation Resolution Associate at Tripadvisor. Skills: Customer service, Problem solving, Communication. Support customers by resolving queries. Handle complex and escalated contacts”
What You'll Achieve.
delivering high-quality, consistent service; improve processes; improve team performance; improve overall service delivery; prevent reoccurrence
Industry & Context.
Approach problems logically; Use sound judgment; Make timely, effective decisions for the customer; Stay solution-focused
Ability to work in a high-pressure environment, Flexibility to work across shifts, including weekends and public holidays, Minimum broadband connection: 25MB download and 10MB upload via Ethernet (no Wi-Fi). Proof required, Quiet home working environment with direct Ethernet connection
What They're Looking For.
Must Have
Minimum broadband connection: 25MB download and 10MB upload via Ethernet (no Wi-Fi). Proof required, At least 6 months’ experience in customer service (office or call centre), Quiet home working environment with direct Ethernet connection, written and spoken English, Confident typing, phone, and computer navigation skills, Ability to work in a high-pressure environment while maintaining quality, Flexibility to work across shifts, including weekends and public holidays
Nice to Have
Previous call centre customer service experience, Experience supporting customers across multiple channels (phone, chat, email, social), At least 6 months’ experience handling escalated contacts with legal, regulatory, governmental, or PR considerations
What You'll Do.
Support customers by resolving queries
Handle complex and escalated contacts
Assist with booking-related queries
Provide basic technical guidance
Help customers and agents find solutions
Use a range of tools to review accounts
Resolve issues efficiently
Partner with Team Manager on projects
Highlight opportunities to mitigate customer experiences
Raise appropriate escalation forms
How You'll Work.
Team & Collaboration
Partner with your Team Manager on projects; Communicate clearly and concisely with colleagues; Succeed together
Communication Scope
written and spoken English; Communicate clearly and concisely with customers and colleagues; Write clear, grammatically correct responses
Applying for this Escalation Resolution Associate role?
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