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Job description

About Us

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 Customer Service Centres for Trip.com established in Japan, Korea, the UK, and the Philippines, providing 24/7 customer service in 19 different languages.

We have more than 30,000 employees scattered 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.

Introduction

We are seeking high-performing, passionate and enthusiastic Customer Service Advisors to join us on our journey of growth and expansion into the European market.

You will be passionate about travel, you build rapport quickly and you have a customer-centric view of the world. These aspects will come through in all your interactions whilst delivering the best possible customer service, whether on the phone, by email or by chat.

In return we offer you a great and creative working environment, a good benefits package and an intensive training programme to help your journey here at Trip.com reach new heights.

The standard working pattern will be 37.5 hours per week. You will work shifts on a rotation basis including weekends and public holidays.

Key Roles and Responsibilities

• Serve clients in our energetic contact centre on different Trip.com Flight products and answer questions on their bookings;
• Solve problems for clients via Call, Chat and Email;
• Handle customer problems with empathy and patience in a goal-driven environment;
• Work as part of a high-performing team, supporting and helping colleagues when required;
• Attend regular team huddles;
• Keep up-to-date with latest promotions and initiatives;
• Read, understand and follow the Company Policies and Procedures;
• Assist in ad hoc assigned projects.

Qualifications

• At least 1 year of call centre experience;
• Strong communication skills, must be fluent or proficient in English and Russian both written and spoken;
• Good 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;
• Ability to listen and build rapport quickly;
• Enthusiastic yet conscientious and diligent approach to work;
• Completer-finisher with a good attention to detail.

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 and respect team members in and out of the workplace. 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 setting a goal and celebrate your success by recognizing the progress you have made.

What’s more?

• Extensive learning opportunities and resources to further your career
• 32 days holidays (including 8 bank holidays)
• Performance bonus rewarding your monthly contribution to the team
• An Employee referral program that rewards you for inviting friends to come to work with us
• Annual travel benefit for activities booked through Trip.com
• Enhanced family friendly policies to support your family whatever the circumstances
• Life assurance to give you peace of mind
• Employee well-being program: discounted gym memberships, health cash plan, enhanced sick pay, and an Employee Assistance Program
• Trip.com embraces a flexible way of working including hybrid
• Team building activities to encourage a sense of fun and belonging
• We celebrate a diversity and our cultural wealth by raising awareness and hosting events on-site

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

Click the link to learn more about This is a Trip Where Both Your Career and Life Can Flourish! https://www.youtube.com/watch?v=KQSUxvFTyqM

Find out more job opportunities at https://careers.trip.com

Have a good trip, and see you soon!

INDLP

Job Types: Full-time, Permanent

Salary: £24,000.00 per year

Benefits:

• Casual dress
• Company pension
• Life insurance
• Private medical insurance
• Referral programme

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Edinburgh: reliably commute or plan to relocate before starting work (required)

Experience:

• call centre: 1 year (required)

Language:

• Russian (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person