Viator Senior Supplier Support Advisor (Viator)
Viator is a Tripadvisor company that makes it easy to find and book something you'll love to do. With an industry leading selection of high-quality experiences, Viator gives millions of travelers a month something new to discover, both near and far from home.
We believe that we are better together, and at Viator we welcome you for who you are. Our workplace is for everyone, as is our people powered platform. At Viator, we want you to bring your unique identities, abilities and experiences, so we can collectively revolutionize travel and together find the good out there.
Viator is looking for a senior supplier support advisor to join our support team. The supplier support team is a global team that provides support to tour providers around the globe assisting and coaching them in delivering quality products that can be sold on Viator and Tripadvisor with accurate, comprehensive, and provide the level of detail necessary for a customer to successfully purchase the product online. The senior supplier support advisor will also answer questions from tour operators across several channels including email, chat, and phone. This is a hybrid position Tue-wed in the Oxford office.
The ideal candidate thrives in a fast-moving, constantly evolving environment, has a passion for travel, strong operational and B2B service skills, great attention to detail, multi-tasking abilities, a positive “roll up your sleeves” attitude, flexibility and adaptability, and desire to join a dynamic and growing online business in a supplier support role. This position will assist in floor managing responsibilities, general coaching, and training of a supplier support advisors.
What you’ll do:
o Frontline Supplier Support for the company providing real-time support via email, live chat, and telephone
o Answer questions from suppliers related to their account, products, and bookings
o Train suppliers to utilize self-service tools to manage their bookings and update inventory and product details
o Liaise with the contact center to address any customer or supplier concerns
o Recognize and report trending issues in a timely manner
o Champion new department initiatives and Best Practices
o Support agents across the network with advice and tips to help drive business efficiency
o Use web-based content management systems to review and optimize tour and activity products on Viator
o Ensure accurate and comprehensive categorization of tour and activity products across points of sale, including Viator, TripAdvisor, and distribution partners
o Ensure successful connectivity between supplier reservation systems and Viator, TripAdvisor systems
o Provide guidance to suppliers for optimization of products for online distribution
o Handle escalations with ownership to resolve on the first contact
o All other duties assigned
What we need from you:
Ability to work independently and make good decisions based on the business needs
Experience with Google Docs, CRM tools (preferably Salesforce) and online systems would be preferred
Superb written and oral communication skills in English, bilingual is a plus
Strong work ethic with a high degree of accuracy and a keen eye for detail and follow-through
Bachelor’s Degree or equivalent combination of 3+ years in a customer support environment
Minimum broadband connections of 25MB download speed and 10MB upload speed.. Proof of connectivity will be required
Home environment free from background noise where you can connect the equipment directly to the router/modem via Ethernet cable
Ability to cope well in a high pressure environment while maintaining high quality outputs
Flexibility in work hours based on scheduling needs and customer demands