Viator has confirmed to KarryOn that a “number of positions” at the company have been made redundant as it consolidates its customer service operations.
To “ensure readiness for the future”, the company has decided to scrap its local English-language email and phone support team. Instead, all calls and customer concerns will be directed to the company’s contact center in Las Vegas.
Viator said it is too soon to determine how many of its customer service employees will be affected due to ongoing conversations and potential re-deployments.
“This is a difficult time for the team, and we are working with them to help make their transition as smooth as possible.”
Viator
“As we are still in the midst of active discussions with potentially impacted employees, which include looking into a number of possible re-deployments, it would be premature to provide a specific number at this time.”
Viator also confirmed that changes so far are isolated to the customer service team and it will maintain its local engineering department.
Viator Las Vegas office opening in 2014. Image: Glassdoor
The company said it was committed to its Sydney roots and would continue to look at new ways to grow locally.
However, in the meantime the Las Vegas base will allow the company to “establish and refine best practises, ensure a consistent level of customer service across multiple channels, create enhanced training and development opportunities”.
“We want to thank all of our Sydney-based team members for their hard work, and for their professionalism during this difficult time.”
Viator
