Tripadvisor - Bókun Technical Customer Service Advisor
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Requirements
• 1–3 years of proven experience in a customer service or technical support role, ideally within the B2B sector. • Strong problem-solving mindset with the ability to apply analytical and investigative skills to resolve customer issues creatively and independently. • Basic working knowledge of CSS, HTML, and website CMS tools. • A customer-focused attitude — enthusiastic, courteous, assertive, and proactive in driving engagement and resolution. • Excellent teamwork skills, with a positive, friendly, and can-do approach when collaborating with both customers and colleagues. • Openness to learn new and complex topics, constructive feedback and adaptability to business changes. • Confidence and professionalism in handling complaints, mediating conflicts, and troubleshooting technical issues. • Experience in the travel, tourism, leisure, or hospitality industries is a plus, but not essential for candidates with a strong passion for customer care. • Experience working toward customer satisfaction targets and operational metrics, including quality, efficiency, and handle time. • Fluency in written and spoken English. Proficiency in an additional EU language (Spanish, Italian, Portuguese or French) can be an advantage. • Ability to multitask effectively in a fast-paced environment, identify next steps, and follow through with precision. • Flexibility to work shift patterns, including occasional weekends.
Responsibilities
• As a Technical Customer Service Advisor at Bókun you will undertake a variety of duties from troubleshooting technical issues to investigate in-depth, complex cases where your mediation and negotiation skills will be called upon to deliver a high level of resolution. Using all available knowledge tools and resources to achieve the defined monthly goals you will be required to quickly diagnose and triage issues, resolve incidents and/or dispatch to the next resolving group according to the escalation process. You are expected to have the technical and interpersonal skills to deliver a high level of customer satisfaction. • Handle English inbound/outbound, Teams meetings, calls/emails or chats according to company policy. • Troubleshooting incoming issues, identify root causes and finding a path to resolution. • Researching and resolving internal (tier 1) and external user-reported issues related to the product. Gather data, test and replicate problems. Raising detailed bug tickets for the development team where necessary and proactively following up on the tickets. • Ensure excellent troubleshooting documentation. • Act as an internal escalation route for all Tier 1 support issues. • Collaborating with technical teams to help with support escalations. • Follow best practice incident management processes to meet your monthly goals (Initial response time, Quality scores, Customer Satisfaction metrics). • The ideal person for this role will be: • 1-3 years of proven experience in a Customer Service position where technical skills and troubleshooting were required (preferably in the B2B sector). • “Problem Solving” character - Ability to apply analytical and investigative skills to resolve customer issues creatively and with minimal direction. • Hold a basic knowledge of CSS, HTML, and website CMS tools. • Customer-oriented, enthusiastic, courteous, assertive, and motivated to take charge of both customer engagement and problem resolution. • A team player who is positive, friendly, and has a can-do attitude towards staff and customers. • Receptive to constructive feedback and changes within the business. • Confident and competent in handling complaints, mediation, and troubleshooting technical issues. • Experience within the travel, tourism, leisure, and hospitality industries would be an advantage but is not essential if you have a passion for customer care. • Experience in working to customer satisfaction-based targets and operational metrics such as quality and handle time. • Fluency in written and spoken English plus but not essential an EU language between Spanish, Italian or French. • Ability to multitask in a fast-paced environment, Identifying next steps and executing them diligently. • Ability to work shift patterns, including some weekends • 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!
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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