Back to jobs
New

Technical Customer Service Advisor (Bókun)

Oxford, UK

About Tripadvisor

Tripadvisor, the world's largest travel site*, is on a mission to enable travelers to unleash the full potential of every trip. With over a billion reviews and opinions covering the world's largest selection of travel listings worldwide – covering approximately 7.5 million accommodations, airlines, cruises, attractions, and restaurants - Tripadvisor provides travelers with the wisdom of the crowds to help them decide where to stay, how to fly, what to do and where to eat. 

 

About Bókun

Bókun, a subsidiary of Tripadvisor, is a rapidly growing travel technology company that offers cutting-edge solutions to the Tours and Experiences industry. Our comprehensive suite of tools enables Tour Operators, Travel agencies, and OTAs to streamline their operations and expand their reach. At Bókun, we are committed to delivering innovative solutions that empower our clients to grow their businesses and enhance customer experiences

 

Our Values
  • We aspire to lead. Tap into your talent, ambition, and knowledge to bring us – and you – to new heights.
  • We’re relentlessly curious. We push beyond the usual, the known, the “that’s just how it’s done.”
  • We’re better together. We learn from, accept, respect, support, and value one another– and are creating something remarkable in the process.
  • We serve our customers, always. We listen, question, respond, and strive for wow moments.
  • We strive for better, not perfect. We won’t get it right the first time – or every time. We’ll provide a safe environment in which to make mistakes, iterate, improve, and grow.
  • Our workplace is for everyone, as is our people powered platform. At Tripadvisor, we want you to bring your unique identities, abilities, and experiences, so we can collectively revolutionize travel and together find the good out there.

Location: Oxford

Title: Spanish Technical Customer Service Advisor 

Hybrid: 2 times per week office attendance 

Languages: Fluency in written and spoken English + Spanish

 

 

What you’ll do:

As a Technical Customer Service Advisor 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.

 

Your key responsibilities will include:

  • Handle English or Spanish inbound/outbound, video meetings, calls/emails, 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.

  • Ensure excellent troubleshooting documentation.

  • 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 (Initial response time, Quality scores, Customer Satisfaction metrics).

 

The ideal person for this role will be:

  •  1-3 years of proven experience in a Customer Service position where technical skills and troubleshooting were required (preferably in the B2B sector).

  • “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 within the travel, tourism, leisure, and hospitality industries would be an advantage but is not essential if you have a passion for customer care.

  • Experience in working with customer satisfaction-based targets and operational metrics.

  • Fluency in written and spoken English + Spanish 
  • Ability to multitask in a fast-paced environment, Identifying next steps and executing them diligently.

  • Ability to work shift patterns, including some weekends on rotation with the team.

 

What We Offer:

  • Competitive salary and performance-based quarterly bonus.

  • Comprehensive benefits package, including well-being, health, dental, and many more.
  • Generous vacation and paid time off policy.

  • Opportunities for professional growth and development within a rapidly expanding organization.

  • Collaborative and supportive work environment, with a team of dedicated professionals.
  • The chance to make a real impact in the travel and tourism industry.

 

 

If you need a reasonable accommodation or support during the application or the recruiting process due to a medical condition or disability, please reach out to your individual recruiter or send an email to AccessibleRecruiting@Tripadvisor.com and let us know the nature of your request.  Please include the job requisition number in your message.

 

#Viator

#LI-Jacob

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...

Tripadvisor collects your personal data for the purposes of managing Tripadvisor’s recruitment related activities as well as for organizational planning purposes globally. Consequently, Tripadvisor may use your personal data in relation to the evaluation and selection of applicants including for example setting up and conducting interviews and tests, evaluating and assessing the results thereto and as is otherwise needed in the recruitment processes including the final recruitment. If you join Tripadvisor, the personal data collected will become part of your employment record. In all cases, Tripadvisor will retain your information for a period after your application. Tripadvisor retains this information for various reasons, including in case Tripadvisor faces a legal challenge in respect of a recruitment decision, to consider you for other current or future jobs and also to help us better understand, analyze and improve our recruitment processes.

Tripadvisor does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companies in various countries, Tripadvisor has international sites and Tripadvisor uses resources located throughout the world. Tripadvisor may from time to time also use third parties to act on Tripadvisor’s behalf. You agree to the fact that to the extent necessary your personal data may be transferred and/or disclosed to any company within Tripadvisor group of companies as well as to third parties acting on Tripadvisor’s behalf, including also transfers to servers and databases outside the country where you provided Tripadvisor with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and to the United States of America, in order to contact your referees or to detect, prevent or otherwise address fraud, security or technical issues, or to protect against harm to the rights, property or safety of Tripadvisor, our users, applicants, candidates, employees or the public or as otherwise required by law. We have put in place adequate safeguards with respect to the protection of your privacy, rights and freedoms, and the exercise of your rights.

Select...

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.