Why this role is exciting:

Are you a fan of TripAdvisor and passionate about travel?
TripAdvisor is looking for a customer-oriented enthusiast to join our European Customer support team for the German market.

What you will do:

    • Deal directly with owners/ by phone and email for German and  English speaking markets
    • Respond promptly to customer inquiries
    • Handle and resolve customer complaints within a 1-2 business-day turnaround
    • Obtain and evaluate all relevant information to handle inquiries and complaints
    • Direct requests and unresolved issues to the designated manager or director
    • Keep accurate records of customer inquiries, interactions, and details of actions taken
    • Communicate and coordinate with internal departments
    • Follow up on customer interactions
    • Troubleshoot technical problems and escalate bug reports to management

What you will bring to the team:

    • Excellent written and verbal communication in native level German plus fluency in English and ideally one other European language
    • Customer service experience is essential
    • Good understanding of TripAdvisor
    • Patience and understanding when speaking with both Owners and Members
    • Sense of discretion around confidential information
    • Strong time management/prioritization skills and multi-tasking ability
    • Ability to work independently, anticipate problems and suggest solutions
    • Able to handle difficult conversations with patience. Resilient and not afraid of saying ‘no’
    • Able to maintain knowledge in an ever changing environment
    • Experience with relevant applications, including but not limited to:
    • Web-based content management Systems
    • CRM/Customer Support Tools
    • Word Processing/Spreadsheet Applications (Microsoft Office, etc.)
    • Social Media Applications (Facebook, Twitter, etc.)
    • Ability to type 50-60 words a minute.
    • Personal experience with the TripAdvisor site, including the submission of reviews and participation in Forums
    • Hospitality industry and/or Online Travel Agencies background would be an advantage
    • Hands-on experience with user-generated content (either personally or professionally)
    • Willingness to work shifts pattern essential


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