Customer Support Specialist (English, Italian & French)

TripAdvisor

London

Full time, permanent

 

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 via phone, e-mail and forums for English, French and Italian speaking markets.

What You'll Do:

  • Deal directly with owners/ 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 management

What we need from you:

  • Excellent editorial judgment and command of English, French and Italian language are necessary
  • 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
  • Hands-on experience with user-generated content (either personally or professionally)
  • Willingness to works shift pattern essential

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By clicking the “I Accept” button you expressly make the following representations and warranties and give your consents as described below:

TripAdvisor collects your personal data for the purposes of managing TripAdvisor’s recruitment related activities as well as for organizational planning purposes globally. Consequently, TripAdvisor may use your personal data in relation to the evaluation and selection of applicants including for example setting up and conducting interviews and tests, evaluating and assessing the results thereto and as is otherwise needed in the recruitment processes including the final recruitment.

TripAdvisor does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companies in various countries, TripAdvisor has international sites and TripAdvisor uses resources located throughout the world. TripAdvisor may from time to time also use third parties to act on TripAdvisor’s behalf. You agree to the fact that to the extent necessary your personal data may be transferred and/or disclosed to any company within TripAdvisor group of companies as well as to third parties acting on TripAdvisor’s behalf, including also transfers to servers and databases outside the country where you provided TripAdvisor with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America.


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