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. You will provide front line customer support by interacting daily with Owners and Members via phone, e-mail and Social Media for the English, German and any other European speaking markets.

What You'll Do

  • Deal directly with owners/members by phone and email
  • 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 the relevant department

What We Need From You

  • Strong customer service skills (professional telephone and email etiquette)
  • Read, write and speak fluently in English, German and any other European languages;
  • Good understanding with the TripAdvisor site, including the submission of reviews and participation in Forums
  • Patience and understanding when speaking with both Owners and Members
  • Sense of discretion around confidential information
  • Strong time management/prioritisation skills and multi-tasking ability
  • Ability to work in a team, anticipate problems and suggest solutions
  • Able to handle difficult conversations with patience. Resilient and not afraid of saying ‘no’
  • Flexibility to learn and grow in a dynamic, client-focused, 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.
  • Hands-on experience with user-generated content (either personally or professionally)
  • Willingness to works shift pattern essential
  • Occasionally work weekends or on a bank holiday (day back in lieu)


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