Customer Care Agent- Native Level German
Viator Customer Care Team

About TripAdvisor:
TripAdvisor.com is the largest travel community in the world and a leader in the growing online travel market, offering consumers high-quality, unbiased content plus booking opportunities via our partner booking engines. If you're interested in joining a group of extraordinary people at one of the world’s fastest growing travel media web sites, join TripAdvisor. At TripAdvisor, we combine a unique mix of creativity, analytics, and a casual environment to get innovative new products and services to market faster, and we need the best and the brightest contributors to help move that forward. We are a passionate, fun, and analytical team with the energy of a start-up and the stability of a profitable enterprise.


Objectives
• Customer Care co-ordination for all Viator retail travel distributors/agents from the booking process to basic technical support and troubleshooting
• Ensuring the highest form & delivery of customer care to the customer, agent & supplier


Primary Responsibilities
• Frontline Customer Care for the company both email and phone work. Servicing booking requests, placing reservations by phone, inquiries by email and phone, administration and sales
• Communication to Customer Care Manager in relation to all customer care & support issues
• Use initiative to ensure product information from bookings and assistance requests is up to date and forwarded to product team if needed
• Liaise with Market Sales Co-ordinators and Market Sales Managers where necessary
• Accurate delivery of booking information into various in-house software solutions
• Time management of effective customer care delivery
• Maintenance of existing Customer Care tools (databases, manuals, in-house forms)
• Continuing improvement to customer care administration and work methods
• Effective “handover” to following Customer Care staff members – clear, concise and detailed information
• Special project / product work when required
• Point of contact (on a rotating basis) for retail travel distributors, customers, agents & suppliers in relation to all Viator product and the online booking process
• Logging and collating all system and product errors
• Control (on a rotating basis) of the online booking / cancellation / amendment procedures

 

Hours:
We are looking to cover the weekends. The working week will be Thursday to Monday. Public Holiday work is required at times
Times: from 8.30am to 5.00pm. Lunch break: 30 minutes plus 2 breaks of 15 minutes throughout the shift.


Key Result Areas
1) Frontline Customer Care for the company. Servicing booking requests, inquiries, administration via email and phone 40% Seamless, prompt and courteous results to all requests and bookings. Continuity of Booking Process & effective response to inquiries

2 )Assisting customers, agents, distributors & suppliers via email and phone 30% Effective and prompt communication & turnaround of assistance Customer satisfaction

3)Customer Care Administration 15% Constant improvements made to administration area and work methods – proactive attitude. High quality work required and completed on time

4)Communicating with Customer Care Manager 10% Effective communication and administration control – clear, concise and up to date on all issues Clear avenues of communication. “Open office” accessibility information

5)Special Project Work / Product Work as required 5% Enthusiasm to take on new tasks and project / product work – cooperation with internal and external customers Effective results achieved in good time

Challenges
• Global communication – language / time barriers
• Working in a constantly changing environment
• Number and variation of distribution channels
• Evolution / development of purpose built systems
• Additional project work required from time to time
• Specific sales targets via telephone

Qualifications & Experience

  • Native speaker of German. Excellent communication skills (both written and oral) in English. Oral and written fluency in one of the following European languages: Italian, French, Brazilian Portuguese or German is also essential.
  • Experience in travel either in product development, operations or reservations
  • Solid experience in Phone Sales preferable but not essential
  • Good background knowledge of computers and basic IT functions
  • Global geographical knowledge
  • Good administrative skills
  • Excellent customer care skills
  • Quick learner
  • Ability to focus on issues at hand and manage a range of issues at one time
  • Ability to work unsupervised
  • Ability to work effectively on own
  • Proactive attitude
  • Time management skills and the ability to work under pressure/meet deadlines
    Computer skills – Word, Excel, Internet, e-mail, databases

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