TripAdvisor is hiring a

Customer Service Advisor

Oxford, United Kingdom

Tripadvisor Vacation Rentals (Holiday Letting division) 

Holiday Lettings (TAVR)  is the largest holiday home website in the UK and continues to grow impressively with a constantly changing product offer.  It is a fully owned subsidiary of With more than 20 million unique monthly visitors worldwide. TripAdvisor has recently reached a milestone of 100 million reviews and opinions, doubling its content in two years and featuring more user-generated content than any other travel website! is the largest travel community in the world and a leader in the growing online travel market, offering consumers high-quality, unbiased content plus booking opportunities via our partner booking engines. If you're interested in joining a group of extraordinary people at one of the world’s fastest growing travel media web sites, join TripAdvisor. At TripAdvisor, we combine a unique mix of creativity, analytics, and a casual environment to get innovative new products and services to market faster, and we need the best and the brightest contributors to help move that forward.  We’re a passionate, fun, and analytical team with the energy of a start-up and the stability of a profitable enterprise. 

Objectives of the Role:

Handle inbound calls from our all customers and deliver a consistent level of outstanding service and add value to the customers’ experience that continually exceeds their expectations. Working to provide consistent, high-quality, pro-active support to Holiday Lettings private advertisers and ensure a high standard of advertising across the site.

LANGUAGES REQUIRED: Fluency in English PLUS French OR Spanish OR German

Key responsibilities of the Customer Service Team:

  • Handle inbound calls consistently meeting and maintaining Department standards and goals (i.e. ATT, ACW, Quality).
  • Ability to provide expert advice and accurate information to customers regarding the website, booking challenges, and changes/cancellations to existing reservations.
  • Follow company guidelines while thinking quickly and outside the box to offer solutions to meet the customer’s needs.
  • Resolve calls and only escalating when all options have been exhausted.
  • Provide clear and concise documentation of all cases.
  • Meet schedule adherence goals set forth by TripAdvisor.
  • Make outbound calls to customers to follow up on a variety of issues.
  • Use multiple applications during call (i.e.Spiti, Salesforce, Admin tools).
  • Participate and provide feedback during focus groups. Work effectively and concisely within a larger team structure to meet company goals.
  • Ability to proactively offer positive and constructive feedback.
  • Maintain positive attitude at all times. 

Required Skill set of Customer Service Advisor:

Strong technical skills and computer knowledge, including all Microsoft Office programs.

  • Excellent listening skills.
  • Traveller-focused with the ability to work effectively and professionally with internal and external customers 
  • Ability to de-escalate calls in an effective manner. 
  • Strong problem solving skills/ability to empathize with customer.
  • Strong verbal and written communication skills. Ability to assess the customer and adjust communication style accordingly.
  • Excellent interpersonal skills with ability to positively influence others.
  • Knowledge of the travel industry.
  • Ability to effectively multi-task during and after calls and follow through in a timely manner.
  • Strong organizational skills with ability to effectively manage competing priorities.
  • Strong attention to detail.
  • Ability to work in high stress environment; managing stress in a professional manner and without disruption to the operation, employees, or customers. 
  • Willingness and ability to adapt to change in a constructive manner.


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