Escalation Resolution Associate (Italian speaker) Oxford

TripAdvisor LLC; Oxford; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading travel and restaurant company in Oxford is seeking an experienced Escalation Resolution Associate who is fluent in Italian. The role involves resolving customer issues through various communication channels while ensuring high customer satisfaction. Candidates should have at least six months of customer service experience, excellent communication skills in English, and the ability to work flexible hours. This position offers competitive compensation and a flexible work environment.

Benefits

Competitive compensation packages

Flexible, remote-friendly work environment

Healthy work-life balance

Employee assistance program

Qualifications

• Minimum of six months of experience in Customer Service in an office/call centre setting.
• Good command of English (verbal and written).
• Flexibility in work hours based on customer demands.

Responsibilities

• Resolve escalated customer queries via phone, chat, and email.
• Document customer interactions thoroughly and clearly.
• Maintain high levels of customer satisfaction.

Skills

Customer service skills

Typing skills

Computer navigation skills

Ability to work under pressure

Job description

Escalation Resolution Associate (Italian speaker) Oxford

Oxford, England, United Kingdom

Overview

Location: Oxford (Italian speaker)

Working Hours: 37.5 hours per week, ability to work any 8 hour shift Monday to Sunday, with home working for late shifts. We operate a 24/7 environment; shifts may include weekends and public holidays.

What You’ll Do

As an Escalation Resolution Associate you will be responsible for supporting customers by resolving their queries through phone, chat, and email, ensuring high levels of customer satisfaction. Associates will use various software tools to navigate customer accounts, research policies, and communicate effective solutions in a fast-paced environment. If you are a people person and can deliver great customer service, this role is for you.

Requirements

• Minimum broadband connections of 25MB download speed and 10MB upload speed using a hard-wired Ethernet 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 equipment can be connected directly to the router via Ethernet.
• Good command of English (verbal and written).
• Typing, phone, and computer navigation skills.
• Ability to cope in a high pressure environment while maintaining high quality outputs.
• Flexibility in work hours based on scheduling needs and customer demands.

Responsibilities

• Resolve escalated customer queries via phone, chat, and email.
• Navigate customer accounts and research policies to provide effective solutions.
• Maintain high levels of customer satisfaction and uphold company values.
• Document customer interactions thoroughly and clearly.

Preferred Qualifications

• Previous call centre customer service experience.
• Experience delivering service through multiple channels (phone, email, chat, video calls, social media).
• Experience handling escalated contacts with legal, regulatory, governmental, and/or PR implications (minimum six months).

Company Perks and Values

• Competitive compensation packages (base salary, annual bonus, and equity).
• Flexible, remote-friendly work environment with optional on-site attendance.
• Healthy work-life balance, donation matching, tuition assistance, lifestyle benefit, travel perks, and health benefits.
• Employee assistance program and inclusive workplace culture focused on curiosity, collaboration, and customer service excellence.

Additional

If you need a reasonable accommodation or support during the application process due to a medical condition or disability, please contact [e-mail] with the job requisition number.