Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this Escalation Resolution Associate role.
Rezi rewrites your resume against Tripadvisor's job description. Free.
Tailor your resume to this Escalation Resolution Associate role.
Rezi rewrites your resume against Tripadvisor's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Escalation Resolution Associate posting at Tripadvisor — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Escalation Resolution Associate posting at Tripadvisor — free, in seconds.
About the Role
As an Escalations Resolutions Associate, you will be an empathetic, customer-oriented ambassador responsible for delivering exceptional front-line support to our community of Owners and Members across EMEA. You will resolve complex inquiries across multiple communication channels, ensuring every interaction strengthens trust in our platform and provides seamless service execution.
Responsibilities
- Lead end-to-end customer resolution across phone, email, chat, and social media channels for EMEA and global markets.
- Respond promptly and courteously to inquiries, ensuring all interactions display Tripadvisor’s core values and focus on maximum customer satisfaction.
- Handle and resolve customer complaints, sensitive cases, and escalations to target turnaround time.
- Act as a key liaison between travelers, hotel properties, Online Travel Agencies (OTAs), and internal business unit stakeholders.
- Conduct proactive outbound calls and written communications to external partners to resolve booking details and operational inquiries.
- Address escalations from offshore agents, troubleshooting bugs and reporting technical problems to management and product teams.
- Maintain personal performance standards across key service metrics, including customer satisfaction (CSAT) surveys, quality scores, average handle time, and productivity.
- Record accurate booking details, customer interactions, and specific actions taken into internal CRM software (e.g., Salesforce, Zendesk).
- Follow up on customer interactions consistently to ensure issues are resolved to completion.
- Provide consistent and timely product feedback derived from daily customer interactions to improve the overall user experience.
- Participate in special product or operational projects as required to support team growth and platform updates.
- Maintain strict discretion and confidentiality around sensitive customer and partner information.
Requirements
- Fluent in English (written and spoken); knowledge of an additional European language is a distinct advantage.
- Proven experience in customer service, operations, or reservations within the online travel industry.
- Strong proficiency with web-based content management systems and CRM tools (e.g., Salesforce, Zendesk) alongside standard productivity applications (Google).
- Solid familiarity with the Tripadvisor platform, including forums, user membership, and review submission processes.
- Basic technical background and familiarity with IT functions and social media management applications (e.g., Facebook, X/Twitter).
- Willingness and flexibility to work in a 7-day environment, including shift patterns, weekends, and bank holidays (with days back in lieu).
Skills
- Customer-Centric & Empathetic
- Communicative
- Organized & Multitasking
- Collaborative
- Solution-Oriented
- Impact-Driven
- Demonstrated ability to use AI tools to improve efficiency, quality, and decision-making in day-to-day work.
- Proven ability to operate effectively with a global-first mindset
Location
- London
Work Type
- Hybrid
Benefits
- 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.
- Flexible schedule.
- Donation matching.
- Tuition assistance.
- Lifestyle benefit.
- Travel perks.
- Employee assistance program.
- Health benefits.
- Generous referral scheme.
About the Company
- 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 TheFork.
Equal Opportunity
- We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at AccessibleRecruiting@tripadvisor.com.