Tier 2 Representative (Hybrid, London)

With millions of diners, 60,000+ restaurant partners and 25+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a passion for helping restaurants thrive. Our world-class technology empowers restaurants to focus on what matters most – their team, their guests, and their bottom line – while enabling diners to discover and book the perfect restaurant for every occasion. 

Every employee at OpenTable has a tangible impact on what we do and how we do it. You’ll also be part of a global team that includes our sister brand, KAYAK and its portfolio of global metasearch brands. Hospitality is all about taking care of others, and it defines our culture.

Tier 2 Representative 

With millions of diners, tens of thousands of restaurants, and 23+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a unique insight into the world of hospitality. We champion restaurants, bars, wineries, and other venues around the world, helping them attract guests, manage capacity, improve operations and maximize revenue.

Every employee at OpenTable has a tangible impact on what we do and how we do it. You’ll also be part of a global network that includes OpenTable and KAYAK's portfolio of travel brands including Swoodoo, checkfelix, momondo, Cheapflights, Mundi and HotelsCombined.

Hospitality is all about taking care of others, and it defines our culture. You’ll work in a welcoming and inclusive environment, and get the benefits, flexibility, and support you need to succeed.

In this role, you will:

• Be responsible for Case Handling and Escalation processes:
• Address and resolve cases raised from Tier 1 support.
• Handle technical issues and critical conversations requiring sophisticated expertise.
• Engage with customers via phone, chat, and email.
• Raise cases by crafting JIRA tickets, directly collaborating with the engineering team when vital, and advocating for customers by relaying product improvement suggestions.
• Stay on top of queues and ensure timely handling of cases.

Collaboration and Communication is vital to the success of your department this means you will:

• Work closely with other teams, such as the AM teams, to ensure timely resolution of cases.
• Connect with customers and internal team members to set expectations and timelines for case resolution.
• Participate in team meetings and contribute to discussions on improving processes and case handling.

We focus on Quality and Compliance:

• By maintaining high standards of case notes and documentation.
• Ensure compliance with break and TD (Time and Attendance) statuses.

We stay up to date with Training and Development:

• Together we participate in training sessions and supply to the development of training materials for the team.

Please apply if:

• Strong problem-solving skills and the ability to handle sophisticated cases.
• Excellent communication skills, both written and verbal.
• Ability to work collaboratively with other teams and departments.
• Attention to detail and a dedication to maintaining high-quality standards.
• Experience in customer support or a related field is preferred.
• A strong desire to help and a keen interest in support.

Benefits and Perks

• Work from (almost) anywhere for up to 20 days per year
• Focus on mental health and well-being:
• Company-paid therapy sessions through SpringHealth
• Company-paid subscription to HeadSpace
• 5 floating holidays
• Paid parental leave
• Generous paid vacation + time off for your birthday
• Paid volunteer time
• Focus on your career growth:
• Development Dollars
• Leadership development
• Access to thousands of on-demand e-learnings
• Travel Discounts
• Employee Resource Groups
• 5 weeks paid vacation
• Private health & dental insurance
• Income protection and life assurance
• Employee Assistance Program - including 24/7 GP & free legal advice
• Pension plan contributions
• Discounted gym membership
• Bike2Work
• Season ticket loan
• Social events & Thursday happy hours
• Free lunch 2 days per week

Inclusion

We’re committed to creating a workplace where everyone feels they belong and can thrive. We know the best ideas come when we bring different voices to the table, so we're building a team as dynamic as the diners and restaurants we serve—and fostering a culture where everyone feels welcome to be themselves.

If you need accommodations during the application or interview process, or on the job, we’re here to support you. Please reach out to your recruiter to request any accommodations.

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