Customer Support Specialist (Fluent in Russian & English)

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


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