Spanish Escalation Resolution Associate

TN United Kingdom; Oxford; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join an innovative company that values diversity and inclusion, offering a hybrid work environment in Oxford. As a customer service representative, you will support clients by resolving their queries through various channels, ensuring high satisfaction. This role requires excellent communication skills and the ability to thrive in a fast-paced setting. With a focus on work-life balance and personal development, this position provides a unique opportunity to be part of a team that is passionate about revolutionizing travel experiences. If you are ready to make an impact, we want to hear from you!

Benefits

Competitive pay

Bonuses

Flexible work environment

Work-life balance

Charitable donation matching

Tuition support

Travel discounts

Employee assistance

Health benefits

Qualifications

• At least six months of customer service experience in an office or call center.
• Ability to handle high-pressure situations while maintaining quality.

Responsibilities

• Supporting customers by resolving queries via phone, chat, and email.
• Using software tools to manage accounts and communicate solutions.

Skills

Customer service experience

Good English skills

Typing skills

Problem-solving skills

Effective time management

Job description

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Client:

Location:

Oxford, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

46ae26353c7b

Job Views:

6

Posted:

05.05.2025

Expiry Date:

19.06.2025

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Job Description:

About Viator
Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. With over 300,000 travel experiences—from simple tours to extreme adventures—making memories has never been easier. We offer flexibility and last-minute availability, making any day extraordinary. Viator. One app, 300,000+ experiences to remember.

We believe in diversity and inclusion. Our workplace is for everyone, and we encourage you to bring your unique identities, abilities, and experiences to help revolutionize travel and find the good out there.

Location:

Oxford (Spanish Speaking)

Hybrid:

Attend the office 3 times per week for day shifts; late/evening shifts are home-based.

Working Hours:

37.5 hours/week, any 8-hour shift from Monday to Sunday, including weekends and public holidays as needed.

Minimum Requirements:

• Broadband internet of at least 25MB download and 10MB upload via Ethernet (proof required)
• At least six months of customer service experience in an office or call center
• Quiet home environment with Ethernet connection
• Good English skills (verbal and written)
• Typing, phone, and navigation skills
• Ability to handle high-pressure situations while maintaining quality
• Flexible work hours based on scheduling and customer needs

Responsibilities:

Supporting customers by resolving queries via phone, chat, and email, ensuring high satisfaction. Using software tools to manage accounts, review policies, and communicate solutions in a fast-paced environment.

Additional Skills:

• Customer focus and empathy
• Respect for customers and company values
• Patience and ownership
• Conflict resolution and expectation management
• Effective time management

Communication Skills:

• Clear, concise communication with customers and colleagues
• Thorough documentation of customer interactions
• Understanding and responding appropriately to customer issues
• Writing grammatically correct responses

Problem Solving Skills:

• Logical approach and good judgment
• Quick and effective decision-making
• Continuous learning and motivation
• Prioritization and efficiency

Preferred Qualifications:

• Previous call center experience
• Experience with multi-channel service (phone, email, chat, social media)
• Handling escalated contacts with legal or regulatory implications

Perks:

• Competitive pay, bonuses
• Flexible, remote-friendly work environment
• Work-life balance, trust, and accountability
• Charitable donation matching
• Tuition support
• Personal benefits and travel discounts
• Employee assistance and health benefits

Our Values:

• Leadership and ambition
• Curiosity and innovation
• Collaboration and respect
• Customer service excellence
• Continuous improvement
• Inclusion and diversity

If you need accommodations during the application process, please contact your recruiter or email us at [emailprotected], including the job number.

#Viator

#LI-On-Site

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Join the world's largest travel platform with a fantastic culture and team, seeking software engineers in the UK, US, and Portugal.