Tripadvisor - Escalation Resolution Associate
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Requirements
• Minimum broadband connection: 25MB download and 10MB upload via Ethernet (no Wi-Fi). Proof required • At least 6 months’ experience in customer service (office or call centre) • Quiet home working environment with direct Ethernet connection • Strong written and spoken English • Confident typing, phone, and computer navigation skills • Ability to work in a high-pressure environment while maintaining quality • Flexibility to work across shifts, including weekends and public holidays • Customer focus • Put customer needs first and show empathy in every interaction • Take ownership and follow through on issues • Handle conflict and set clear expectations • Identify needs and provide the right solutions • Communication • Communicate clearly and concisely with customers and colleagues • Keep accurate and thorough case notes • Understand issues quickly and respond appropriately • Write clear, grammatically correct responses • Problem solving • Problem solving • Approach problems logically and use sound judgment • Make timely, effective decisions for the customer • Stay curious and open to learning • Work independently and stay solution-focused • Prioritise tasks to manage workload effectively • Previous call centre customer service experience • Experience supporting customers across multiple channels (phone, chat, email, social) • At least 6 months’ experience handling escalated contacts with legal, regulatory, governmental, or PR considerations
Benefits
• Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses • “Work your way” with flexibility to suit your lifestyle. Tripadvisor Group takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like or as required by your team. • Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work. • Donation matching. Give back? Give more! We match qualifying charitable donations annually. • Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs. • Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you. • Travel perks. We believe that travel is employee development, so we provide discounts and more. • Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges. • Health benefits. We offer great coverage and competitive premiums. • Generous referral scheme. Help us grow and be rewarded with generous awards for referring successful candidates. • Our Cultural Pillars: • Traveler first • We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us. • Execution is our edge • We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business. Our execution is agile, data-driven, prioritised, and built to scale. We assume no problem is someone else’s problem and finish what can be done today, knowing tomorrow will bring fresh challenges. • We succeed together • We succeed together • The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, individually and as a team. We celebrate the quality of our effort, our learnings, and our collective achievements. • We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at [email protected]. • If you have any additional questions about careers at Tripadvisor you can email us at [email protected]. We have all the answers!
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