Escalation Resolution Associate Portuguese Speaking

About Viator
Viator a Tripadvisor company is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. And with 300000 travel experiences to exploreeverything from simple tours to extreme adventures (and all the niche interesting stuff in between)making memories that will last a lifetime has never been easier. With industry leading flexibility and lastminute availability its never too late to make any day extraordinary. Viator. One app 300000 travel experiences youll remember.

Escalation Resolution Associate (Portuguese Speaking)

Location: Oxford

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 an Escalation Resolution Associate you will be responsible for supporting our
customers by resolving their queries through phone chat and email contacts ensuring
the highest delivery of customer satisfaction. Associates will utilize a variety of software
tools to navigate customer accounts research and review policies and communicate
effective solutions in a fun and fastpaced environment.
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

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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