Escalation Resolution Associate Spanish

Tripadvisor; Oxford; Hybrid; Confidential; Full time

Job summary

A leading travel experiences platform is seeking a Spanish-speaking Escalation Resolution Associate in Oxford. This role involves supporting customers via phone, chat, and email, ensuring their concerns are addressed efficiently. Candidates should have strong communication skills and experience in customer service. The role offers a hybrid working model with flexible hours, competitive compensation, and various perks such as tuition assistance and travel discounts.

Benefits

Competitive compensation

Flexible schedule

Travel perks

Health benefits

Qualifications

• Minimum broadband connectivity of 25 MB download speed.
• Six months experience in Customer Service.
• Good command of English, verbal and written.

Responsibilities

• Resolve customer queries via phone, chat, and email.
• Ensure high levels of customer satisfaction.
• Utilize software to manage customer accounts.

Skills

Customer Focus

Problem-Solving

Clear Communication

Time Management

Job description

Escalation Resolution Associate (Spanish Speaking) Viator

Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. With 300,000+ travel experiences to explore—everything from simple tours to extreme adventures—we make memories that last a lifetime easier. With industry‑leading flexibility and last‑minute availability, it’s never too late to make any day extraordinary.

Location

Oxford (Spanish Speaking)

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 8‑hour shift Monday to Sunday, with home working for late shifts. We operate a 24‑hr, 7‑day week environment; shifts may require work over weekends and public holidays.

Basis Requirements

• Minimum broadband connections of 25 MB download speed and 10 MB 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 an Escalation Resolution Associate you will support 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 fast‑paced environment.

We’re looking for a people person who can deliver great customer service.

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

• Clear and concise communication with external customers and coworkers
• Document customer account activities thoroughly and concisely
• Comprehension skills – understand and respond appropriately to customer issues
• Composition skills – consistently produce grammatically correct, concise, and accurate written responses to customer issues

Problem‑Solving Skills

• Approach problems logically and with good judgement to ensure the appropriate customer outcome
• Make appropriate decisions on behalf of the customer quickly and effectively
• Desire to continually learn
• Solution‑oriented and self‑motivated
• Effectively prioritise work time to ensure efficiency

Preferred Qualifications

• Previous call‑centre customer service experience
• Experience delivering service through multiple channels including phone, email, chat, video calls or through social media
• 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, including base salary and annual bonuses
• “Work your way” with flexibility to suit your lifestyle; remote‑friendly approach with option to join on‑site as often as you’d like
• Flexible schedule; work‑life balance ingrained in our culture by design
• Donation matching – give back annually
• Tuition assistance – annual support for qualified programs
• Lifestyle benefit – annual benefit to spend on yourself
• Travel perks – discounts and more
• Employee assistance program – resources and programs to help you through life’s challenges
• Health benefits – great coverage and competitive premiums

Our Values

• We aspire to lead; tap into your talent, ambition, and knowledge to bring us to new heights.
• We’re relentlessly curious, pushing beyond the usual.
• We’re better together; we learn, accept, respect, support, and value one another.
• We serve our customers, always; we listen, question, respond, and strive for wow moments.
• We strive for better, not perfect; mistakes are environments for growth.
• Our workplace is for everyone; we welcome diverse identities and experiences.

If you need a reasonable accommodation or support during the application or recruiting process due to a medical condition or disability, please reach out to your recruiter or email [e-mail]. Please include the job requisition number in your message.