Hybrid Escalation Specialist - Customer Care

Tripadvisor; Oxford; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Remote-friendly

Flexible schedule

Tuition assistance

Travel discounts

Employee assistance

Job summary

Tripadvisor is hiring for an Escalation Resolution Associate in Oxford on a hybrid basis. You will resolve queries via phone, chat, and email, focusing on high-quality service and accurate resolutions.

You will handle escalated cases, including legal or regulatory matters, assist with booking queries, and work with your Team Manager on process improvements to raise the overall service level. This fast-paced role values initiative and clear communication.

Qualifications

• At least 6 months’ experience in customer service.
• Quiet home working environment with direct Ethernet connection.
• Strong written and spoken English.
• Ability to work across shifts, including weekends and public holidays.
• Excellent typing and computer navigation skills.

Responsibilities

• Resolve queries across phone, chat, and email with high-quality, consistent service.
• Handle complex and escalated contacts, including cases with legal, regulatory, governmental, or PR considerations.
• Support day-to-day operations with booking-related queries and basic technical guidance.
• Collaborate with the Team Manager on projects to improve processes and service delivery.
• Highlight opportunities to mitigate recurring issues by raising escalation forms.

Skills

Customer focus

Communication

Problem solving

Attention to detail

Job description

Tripadvisor is hiring for an Escalation Resolution Associate in Oxford on a hybrid basis. You will resolve queries via phone, chat, and email, focusing on high-quality service and accurate resolutions.

You will handle escalated cases, including legal or regulatory matters, assist with booking queries, and work with your Team Manager on process improvements to raise the overall service level. This fast-paced role values initiative and clear communication.