Customer Support Specialist (Fluent in Russian & English)

TripAdvisor, London, United Kingdom

Know better. Book better. Go better.

Customer Support Specialist
Full time, permanent

Why this role is exciting:

Are you a fan of TripAdvisor and passionate about travel?

TripAdvisor is looking for a customer-oriented enthusiast to join our European Customer Support team. You will provide front line customer support by interacting daily with Owners via phone, e-mail and forums for Russian speaking markets.

What you’ll do:

  • Deal directly with owners/ by phone and email
  • 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 manager or director
  • Keep accurate records of customer inquiries, interactions, and details of actions taken
  • Communicate and coordinate with internal departments
  • Follow up on customer interactions
  • Troubleshoot technical problems and escalate bug reports to management

What we need from you:

  • Excellent editorial judgment and command of Russian and the English language are necessary.
  • Customer service experience is essential
  • Good understanding of TripAdvisor
  • Patience and understanding when speaking with both Owners and Members
  • Sense of discretion around confidential information
  • Strong time management/prioritization skills and multi-tasking ability
  • Ability to work independently, anticipate problems and suggest solutions
  • Ability to handle difficult conversations with patience. Resilient and not afraid of saying ‘no’
  • Ability to maintain knowledge in an ever changing environment
  • Experience with relevant applications, including but not limited to:
    • Web-based content management Systems
    • CRM/Customer Support Tools
    • Word Processing/Spreadsheet Applications (Microsoft Office, etc.)
    • Social Media Applications (Facebook, Twitter, etc.)
  • Ability to type 50-60 words a minute.
  • Personal experience with the TripAdvisor site, including the submission of reviews and participation in Forums
  • Hospitality industry and/or Online Travel Agencies background would be an advantage
  • Hands-on experience with user-generated content (either personally or professionally)
  • Willingness to work shifts pattern essential


About TripAdvisor

TripAdvisor® is the world's largest travel site*, enabling travelers to unleash the potential of every trip. TripAdvisor offers advice from millions of travelers, with 500 million reviews and opinions covering 7 million accommodations, restaurants and attractions, and a wide variety of travel choices and planning features — checking more than 200 websites to help travelers find and book today's lowest hotel prices. TripAdvisor branded sites make up the largest travel community in the world, reaching 390 million average unique monthly visitors** in 49 markets worldwide. TripAdvisor: Know better. Book better. Go better.

Want to learn more about TripAdvisor? Visit http://www.tripadvisor.com