Regular Edinburgh International Business Other Job ID:5673
Update 2025-03-27
Job Description
Who we are
Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Trip.com Group is a leading global travel service provider comprising of Trip.com, Ctrip, Skyscanner, and Qunar. Across its platforms, Trip.com Group integrates travel resources from industry partners and helps travellers worldwide pursue the perfect trip with exceptional travel products and services.
We have four contact centres around the globe based in Japan, Korea, UK, and the Philippines, providing 24/7 customer service in 19 different languages. We have more than 30,000 employees across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world’s leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.
Who we are looking for
As a Senior Customer Success Agent within our Customer Success Team, you will handle high-risk and legally sensitive complaints. This pivotal role involves collaborating with customers to coordinate and resolve critical issues, while ensuring timely and accurate updates on any escalations. Additionally, you will provide guidance and support to the Customer Service team as needed, working closely with Team Leaders and the Social Media team.
What you will get in return
Joining the team in Edinburgh, you will be warmly welcomed to an engaging and supportive working environment which includes:
* 33 days annual leave
* Workplace health cash plan including claiming back for dental, optical and physiotherapy and much more
* Employee well-being program, Employee Assistance Program and enhanced sick pay
* Monthly performance based bonuses
* Extensive learning opportunities and resources to further your career
* Annual travel points which can be redeemed at Trip.com towards your next adventure
* Enhanced family policies (maternity/paternity/adoption)
* Life and health insurance
* Birthday cake on your birthday
* Free on-site gym
* Hybrid working options are available after your first 6 months, contingent based on performance
* Frequent employee engagement events
* Refer a friend bonus scheme
Alongside our excellent benefits package we are committed to investing in your learning and development to support you building a career at Trip.com.
Working hours - The operational office hours are 37.5 hours, Monday through Sunday, with one unpaid hour for lunch with rotational shift patterns ranging from 7am to 11pm.
At this time the working hours for the Customer Success Team are:
* Shifts between Monday to Sunday 7am to 8pm
What you’ll be doing
* Resolve escalated customer complaints and legal based complaints by creating positive experiences
* Enhance customer relationships and elevate Trip.com's reputation by proactively engaging with customers who have left negative reviews, offering insights and implementing improvements
* Strong objection handling and customer negotiation skills
* Following up with customers until their concerns are fully resolved
* Develop and maintain a prioritised issue list and action plan to drive resolution to critical issues
* Identify operational issues and cooperate with other teams/departments to improve Trip.com’s products and services
* Enhancing the Trip.com brand through social media and reputation platforms (Facebook, X, TrustPilot etc.)
* Proactively and independently work to meet related targets & KPI’s
* Support the Customer Success Manager and Team Leader with various ad hoc projects and tasks as needed
What you’ll need
* At least 1 year of call centre & complaints handling experience (it could be in different roles)
* Strong communication skills, must be fluent or proficient in English (additional languages are a bonus but not necessary)
* Strong knowledge of Microsoft Office applications, such as Word, Excel, PowerPoint and sound general computer skills
* Proficient typing abilities
* Sound troubleshooting and problem-solving skills with a strong desire to achieve positive outcomes
* Strong negotiation and objection handling skills
* Ability to manage customer expectations clearly, a balanced and analytical approach to solving customer problems
* Enthusiastic yet conscientious and diligent approach to work
* Completer-finisher with a good attention to detail
* Coaching and mentoring support to Level one agents
* A positive and friendly attitude with willingness to innovate change
* Must have the ability to self-regulate and maintain high performance in a fast-paced environment
Why Trip.com Group
We offer a stage to unleash your full potential and drive global impact. As an international team, we embrace an open and inclusive culture that supports personal growth and career development. Everyone is on a trip, whether it's a career trip or a life trip. At Trip.com Group, you can define your own trip by taking the first steps in to your career with us!
Be Aware of Recruitment Fraud
Please be vigilant as we have noticed fraudulent entities posing as Trip.com Group or our associates, contacting applicants with fake job offers. Remember, official communications will always come from our verified email addresses, and we never conduct interviews solely via text or instant messaging apps. We do not charge any fees throughout the hiring process. If you receive any dubious communications, report them immediately to careers@trip.com.
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