Customer Care Agent- Native Level German
Viator Customer Care Team

About TripAdvisor: 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.

• 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


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

• 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


Apply for this Job
* Required
Almost there! Review your information then click 'Submit Application' to apply.

File   X
File   X

Application consent for TripAdvisor

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.

Share this job: