Escalations Specialist
Escalations Specialist
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Job Description
About GetYourGuide
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Team mission
As a Care Escalations Specialist youll be a key player in our global Care team managing escalations that are a crucial part of our global Customer Care setup. Youll execute our service strategy by handling customer-facing outlier cases of high complexity with significant customer and business impact. By driving innovation through operational enhancement youll champion a world-class customer experience aiming to build customer loyalty and support our strong growth. This role reports to the B2C Escalations Manager.
You will:
- Handle the daily inflow of escalated B2C tickets focusing on sensitive and/or outlier cases.
- Manage customer outreach and booking management for large-scale events affecting multiple customers.
- Address specific scenarios impacting customers flagged by GetYourGuide teams (e.g. Payment & Fraud) requiring customer outreach.
- Lead and support areas facilitating in-house and BPO escalation operations such as quality assurance process ownership data management and supporting the BPO L2 team(s).
- Consistently detect and flag product defects to stakeholder teams both within and outside of Care contributing significantly to product enhancements.
- Manage personal data-related customer requests according to GDPR regulations (data deletion data access unsubscriptions).
Who you are
- You are a Customer Care professional with 3 years of experience in working in a 2nd-level customer service team handling escalated cases in international multi-language environments.
- You have experience in a results-driven environment where success is partially measured by numerical performance targets.
- You are driven to deliver outstanding operational results while actively contributing to improving operational performance of the team.
- You have experience in working in multi-stakeholder environments.
- You are an excellent communicator with strong analytical creative problem-solving and conflict-resolution skills maintaining professionalism under pressure.
- You are a team player who strives to achieve team success in addition to individual success.
- You are highly organized capable of managing a variety of tasks in a fast-paced setting.
- You love working with people from diverse backgrounds and cultures.
- You are proficient with Zendesk Jira Google Suite (Sheets Forms Docs Slides) and Looker is a plus.
- Excellent written and verbal communication skills in English.
How we set you up for success:
- Invest in your development with an annual personal growth budget
- Enjoy flexibility with a hybrid work-from-home and telecommuting policy
- Save on transportation costs with discounted public transportation tickets
- Support your loved ones with generous maternity and paternity leave policies
And more...
We look forward to hearing from you
Unlock your full potential and join our mission to create unforgettable experiences for millions around the world. If you have the skills and passion for joining our team we invite you to apply by submitting your CV/resume in English through the form below. Check out how we hire for tips and visibility into our process and check out life at you have any further questions please do not hesitate to contact us via .
We are an equal-opportunity employer
Our commitment is that every qualified person will be evaluated according to skills regardless of age gender identity ethnicity sexual orientation disability status or religion. Please refrain from including your picture and age with the application.
Important notice: Protect yourself from recruitment scams
We want to ensure your safety during the application process. Please be aware of potential scammers impersonating GetYourGuide recruiters. Remember GetYourGuide never requests payment or sensitive personal information during recruitment. All official job opportunities are exclusively posted on our Careers page. If you suspect fraudulent activity report it to . Stay vigilant and protect yourself from recruitment scams.
#LI-Hybrid
Required Experience:
Unclear Seniority
Employment Type
Full Time
