Team Support Viator
Team Support Viator
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Job Description
Team Support I Viator
Viator is a Tripadvisor company that makes it easy to find and book something youll love to do. With an industry leading selection of highquality experiences Viator gives millions of travellers a month something new to discover both near and far from home.
We believe that we are better together and at Viator we welcome you for who you are. Our workplace is for everyone as is our people powered platform. At Viator we want you to bring your unique identities abilities and experiences so we can collectively revolutionise travel and together find the good out there.
Location: Oxford/Remote
Hybrid: 3 times per week office attendance for day shifts late/evening shifts will be home based.
Working Hours: 37.5 per week ability to work any 8hr shift Monday to Sunday with home working for late shifts. We operate a 24hrs 7 days week environment; shift assigned to you may require that you work over weekends and public holidays
Basis Requirements:
Minimum broadband connections of 25MB download speed and 10MB upload speed using a hardwire Ethernet internet connection (no WiFi). Proof of connectivity will be required
A minimum of six months of experience in Customer Service in an office/call centre setting
Home environment free from background noise where you can connect the equipment directly to the router/modem via Ethernet cable
Good command of English (verbal and written)
Typing phone and computer navigation skills
Ability to cope well in a high pressure environment while maintaining high quality outputs
Flexibility in work hours based on scheduling needs and customer demands
What Youll Do:
As a Team Support you will play a key role in delivering exceptional service to both agents and customers. Your responsibilities include overseeing the booking process providing basic technical support and addressing and resolving customer and associate queries. You will also handle escalated contacts that may involve legal regulatory governmental or PR implications ensuring these situations are managed with the utmost care and professionalism. Additionally you will assist the Team Manager with various projects focused on enhancing team performance including operational improvements and development initiatives. In this fastpaced dynamic environment you will take the initiative to proactively address challenges utilise a variety of software tools to navigate customer accounts research and review policies and deliver effective solutions.
If you are a people person and can deliver great customer service this role is for you.
Additional Required Skills:
Customer Focus
Ability to empathise with and prioritise customer needs
Uphold company values and respect every customer
Exude patience and ownership with each customer
Ability to resolve conflicts and set appropriate expectations with customers
Ability to determine customer needs and provide appropriate solutions
Excellent time management skills with the ability to prioritise essential tasks
Communication Skills:
Ability to communicate clearly and concisely with both external customers and coworkers
Ability to document customer account activities thoroughly and concisely
Comprehension skills ability to clearly understand and respond appropriately to the issues that customers present
Composition skills ability to consistently compose a grammatically correct concise and accurate written response to customer issues
Problem Solving Skills:
Ability to approach problems logically and with good judgement to ensure the appropriate customer outcome
Ability to make appropriate decisions on behalf of the customer quickly and effectively
Desire to continually learn
Solution oriented and selfmotivated
Ability to effectively prioritise work time to ensure efficiency
Preferred qualifications:
Ideally you will have previous call centre customer service experience
Experience delivering service through multiple channels including phone email chat video calls or service through social media would also be desirable
A minimum of six months of experience handling escalated contacts with legal regulatory Governmental and/or PR implications
- 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. Viator takes a remotefriendly approach to collaboration across a worldwide team with the option to join onsite as often as youd like.
- Flexible schedule. Worklife 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. Were here for you with resources and programs to help you through lifes challenges.
- Health benefits. We offer great coverage and competitive premiums.
- 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.
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.
#Viator
#LIOnSite
Employment Type
Full Time
