Job Description

Team Support I ViatorAbout 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 300,000+ travel experiences to explorexe2x80x94everything from simple tours to extreme adventures (and all the niche, interesting stuff in between)xe2x80x94making memories that will last a lifetime has never been easier. With industry- leading flexibility and last-minute availability, it's never too late to make any day extraordinary. Viator. One app, 300,000+ travel experiences youxe2x80x99ll remember.Viator is a Tripadvisor company that makes it easy to find and book something you'll love to do. With an industry leading selection of high-quality experiences, Viator gives millions of travellers a month something new to discover, both near and far from home.xe2x80x8bWe 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/RemoteHybrid: 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 holidaysBasis Requirements:

• Minimum broadband connections of 25MB download speed and 10MB upload speed using a hard-wire Ethernet internet connection (no Wi-Fi). 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 You'll 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 fast-paced, 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 customersxe2x80x99
• 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 self-motivated
• 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

Perks of Working at Viator

• Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses
• xe2x80x9cWork your wayxe2x80x9d with flexibility to suit your lifestyle. Viator takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as youxe2x80x99d like.
• 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. Wexe2x80x99re here for you with resources and programs to help you through lifexe2x80x99s challenges.
• Health benefits. We offer great coverage and competitive premiums.

Our Values

• We aspire to lead. Tap into your talent, ambition, and knowledge to bring us xe2x80x93 and you xe2x80x93 to new heights.
• Wexe2x80x99re relentlessly curious. We push beyond the usual, the known, the xe2x80x9cthatxe2x80x99s just how itxe2x80x99s done.xe2x80x9d
• Wexe2x80x99re better together. We learn from, accept, respect, support, and value one anotherxe2x80x93 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 wonxe2x80x99t get it right the first time xe2x80x93 or every time. Wexe2x80x99ll 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#LI-On-SiteTripadvisorThe worlds largest Travel platform Fantastic culture, fantastic people who need fantastic Software Engineers in the UK, US and Portugal.

Tripadvisor