Bókun Technical Customer Service Advisor - Spanish Speaker

Oxford, UK

Technical Customer Service Advisor - Spanish Speaker I Bokun

The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world’s most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories. The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, and The Fork.

Hybrid - This role is a hybrid position that requires X days per week/month (here depending on ABW rules) in our [city] office.

As a Technical Customer Service Advisor - Spanish Speaker at Bókun, you will undertake a variety of duties from troubleshooting technical issues to investigating in-depth, complex cases where your mediation and negotiation skills will be called upon to deliver a high level of resolution. Using all available knowledge tools and resources to achieve the defined monthly goals you will be required to quickly diagnose and triage issues, resolve incidents, and/or dispatch to the next resolving group according to the escalation process.

You are expected to have the technical and interpersonal skills to deliver a high level of customer satisfaction.

• Handle emails, calls, or chats according to company policy.
• Troubleshooting incoming issues, identifying root causes, and finding a path to resolution.
• Researching and resolving internal (Tier
  1) and external user-reported issues related to the product. Gather data, test, and replicate problems. Raising detailed bug tickets for the development team where necessary and proactively following up on the tickets.
• Act as an internal escalation route for all Tier 1 support issues.
• Collaborating with technical teams to help with support escalations.
• Follow best practice incident management processes to meet your monthly goals (Response time, Quality scores, Customer Satisfaction metrics).

• 1-3 years of proven experience in a Customer Service position where technical skills and troubleshooting were required (preferably in the B2B sector).
• Fluent in English and Spanish (spoken and written) with the ability to support Spanish-speaking customers across email, chat, and phone channels.
• Problem-Solving character – Ability to apply analytical and investigative skills to resolve customer issues creatively and with minimal direction.
• Hold a basic knowledge of CSS, HTML, and website CMS tools.
• Customer-oriented, enthusiastic, courteous, assertive, and motivated to take charge of both customer engagement and problem resolution.
• A team player who is positive, friendly, and has a can-do attitude towards staff and customers.
• Confident and competent in handling complaints, mediation, and troubleshooting technical issues.
• Experience with in the travel, tourism, leisure, and hospitality industries would be an advantage but is not essential if you have a passion for customer care.
• Ability to multitask in a fast-paced environment, identifying next steps and executing them diligently.
• Ability to work shift patterns, including some weekends.

• Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses.
• “Work your way” with flexibility to suit your lifestyle. Tripadvisor Group takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like or as required by your team.
• 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…