Job Post

Customer Support Specialist

TripAdvisor
400 1st Avenue
Needham, MA 02494
Job Duties Deal directly with members and business owners via email, phone, and chat
Respond promptly to customer inquiries
Handle and resolve customer complaints within a 1-2 business day turnaround
Obtain and evaluate all relevant information to handle inquiries and complaints
Direct requests and unresolved issues to the designated resource
Keep accurate records of customer inquiries, interactions, and details of actions taken
Communicate and coordinate with internal departments
Follow up on customer interactions
Track and report on appropriate metrics
Troubleshoot technical problems and escalate bug reports to management Job Description Highly Fluent in spoken and written English. Ideal candidate will also have fluency in spoken and written Spanish, French, or Portuguese

. Passion for solving Customer Issues

Ability to handle confidential information and adhere to established protocols

Strong time management/prioritization skills and multi-tasking ability

Excellent editorial judgment and command of the English & Spanish language

Ability to work independently, anticipate problems and suggest solutions

Ability to type 50-60 words a minute.

Personal experience with the TripAdvisor site, including the submission of reviews and participation in Forums

Hands-on experience with user-generated content (either personally or professionally)

University degree (communications or hospitality fields a plus!)

Experience with relevant applications, including but not limited to:

o Web-based content management systems

o CRM/Customer Support Tools (Zendesk, Salesforce.com, RightNow, NetSuite, etc.)

o Word Processing/Spreadsheet Applications (Microsoft Office, etc.)

o Social Media Applications (Facebook, Twitter, etc.)

In addition, the ideal candidate will demonstrate the following competencies:

Flexible and open to change and new information; adapts behavior and work methods accordingly

Grasps the essence of new information; recognizes own strengths and weaknesses; pursues self-development; seeks feedback.

Exhibits integrity through fair and ethical behavior toward others and a demonstrated sense of corporate responsibility and commitment.

Treats colleagues and partners with respect: considers and responds appropriately to the needs, feelings, and capabilities of different people

Can be relied upon to ensure that projects within areas of specific responsibility are completed in an appropriate and timely manner and acknowledges mistakes, learns from those events and is able to move forward productively

Identifies and analyzes problems; distinguishes between relevant and irrelevant

#LI-AB1

Category: Customer Success
Full-time

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