Customer Success

General Information

Name Customer Resolution Advisor – Travel Location ONE Lochrin Square, Edinburgh Business unit FU-IBU Working time Full-Time Type Customer Care

Description & Requirements

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 
We are seeking a passionate and enthusiastic Customer Complaints Advisor to join our team in our Edinburgh office.  
You will be customer-centric, have a passion for travel, have a track record in building rapport quickly and take pride in being able to problem solve. These aspects will come through in all your interactions whilst delivering the best possible customer service through our range of communication channels.  
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 are 37.5 hours with shifts between;

• Monday to Friday 8am to 10pm
• Saturday & Sunday 8am - 6.30pm

What you’ll be doing 

• Handling customer complaints and inquiries professionally and efficiently, ensuring a high level of customer satisfaction.
• Ensure compliance with company policies and legal regulations when addressing customer complaints.
• Handling customer queries with empathy, patience and compassion
• Attending regular team huddles
• Keeping up-to-date with the latest promotions initiatives and company policies/procedures
• Assisting in ad hoc assigned projects

What you’ll need 

• Mandatory - Customer complaints experience within a contact centre 
• Proven experience in working towards and achieving Key Performance Indicators (KPIs).
• Must be fluent in English both written and verbal
• Effective communication skills 
• Good knowledge of Microsoft Office suite 
• Proficient typing abilities 
• Ability to remain calm and logical in challenging situations 
• Excellent problem solving skills 
• Enthusiastic approach with the desire to hit your goals and passionate about continuous development 

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. 
Click the link to learn more about What makes Trip.com Group a leading global travel service provider? https://www.youtube.com/watch?v=w4D31J3atps  
Find out more job opportunities at https://careers.trip.com  Have a good trip, and see you soon!