Spanish Technical Customer Service Advisor
Spanish Technical Customer Service Advisor
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Job Description
Bkun a fastgrowing subsidiary of TripAdvisor Inc. is a leading reservation system and channel management platform for tours and activities operators globally that enables them to streamline their backend operations and connect to an ecosystem of online travel websites to grow their business. At Bkun we are committed to delivering innovative solutions that empower our clients to grow their businesses and enhance customer experiences. As a key player in travel technology Bkun combines the agility of a startup with the stability of a publicly traded organisation.
- We aspire to lead. Tap into your talent ambition and knowledge to bring us and you to new heights.
- Were relentlessly curious. We push beyond the usual the known the thats just how its done.
- Were better together. We learn from accept respect support and value one another and are creating something remarkable in the process.
- We serve our customers always. We listen question respond and strive for wow moments.
- We strive for better not perfect. We wont get it right the first time or every time. Well provide a safe environment in which to make mistakes iterate improve and grow.
- Our workplace is for everyone as is our people powered platform. At Tripadvisor we want you to bring your unique identities abilities and experiences so we can collectively revolutionize travel and together find the good out there.
Location: Oxford
Hybrid: Our team is in the office 2x per week (MondayFriday)
Languages: Fluency in written and spoken English Spanish
What youll do:
As a Technical Customer Service Advisor at Bkun you will undertake a variety of duties from troubleshooting technical issues to investigating indepth 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.
Your key responsibilities will include:
- Handle English or Spanish inbound/outbound video meetings calls/emails or chats according to company policy.
- Troubleshooting incoming issues identifying root causes and finding a path to resolution.
- Researching and resolving internal (Tier 1 and external userreported 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:
- 13 years of proven experience in a Customer Service position where technical skills and troubleshooting were required (preferably in the B2B sector).
- ProblemSolving 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.
- Customeroriented 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 cando attitude towards staff and customers.
- 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 with customer satisfactionbased targets and operational metrics.
- Fluency in written and spoken English Spanish
- Ability to multitask in a fastpaced environment Identifying next steps and executing them diligently.
- Ability to work shift patterns including some weekends on rotation with the team.
What We Offer:
- Competitive salary and performancebased quarterly bonus.
- Comprehensive benefits package including wellbeing health dental and many more.
- Generous vacation and paid time off policy.
- Opportunities for professional growth and development within a rapidly expanding organization.
- Collaborative and supportive work environment with a team of dedicated professionals.
- The chance to make a real impact in the travel and tourism industry.
If you need a reasonable accommodation or support during the application or the recruiting process due to a medical condition or disability please reach out to your individual recruiter or send an email to and let us know the nature of your request. Please include the job requisition number in your message.
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Required Experience:
Unclear Seniority
Employment Type
Advisor
