***Training 7am-3:30pm, M-F for 2 weeks ***

***Schedule will be 4pm-12:30am, with 2 consecutive days off***

The position will be responsible for the handling of priority queues within the Customer Care Email department, as well as assisting with our Social Media team. Within the role of Customer Service Advisor, you will be responsible for primarily handling Refunds, Priority Refunds, Dynamic Partners, and other escalated situations. This position will respond to incoming customer service emails that have been identified as a priority, as well as outgoing emails.  The successful candidate will be able to multi-task and problem solve in a real-time manner. In addition, the successful candidate will be able to provide quick and satisfactory solutions designed to de-escalate potentially combative situations. This position will monitor and respond to various Social Media Sites. Answering inbound communications via email and phone from customers, suppliers and partners

What you’ll do:

  • Maintaining refunds, priority, DP queues and escalations
  • Working with suppliers to negotiate reasonable outcomes for customers
  • Provide feedback on potential issues and follow up processes
  • Flag any potential legal issues, or unresponsive suppliers
  • Maintain SLA standards; including follow up timeline
  • Assist in updating/altering templates and outgoing communications as needed
  • Strong collaboration with Global Sales, Phones and Training departments

What you’ll need:

  • Requires 1-2 years of customer service experience, preferably in a Call Center and/or travel environment
  • Ability to work accurately and meet SLA guidelines
  • Strong team player with the ability to work within a close environment
  • Positive, ‘can do’ attitude
  • Strong attention to detail
  • Willingness to take on project work when required
  • Strong written communication skills
  • Excellent communication and time management skills.
  • Proven problem solving skills
  • Bi-Lingual English and Mandarin

Tripadvisor provides a unique, global work environment that captures the speed, innovation and excitement of a startup, at a thriving, growing and well-established industry brand.  At TripAdvisor, you will be part of a dynamic, fun, and energetic team where you can immediately make meaningful contributions. 

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