Customer Resolution Advisor – Travel

Trip Group; City of Edinburgh; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading travel service company is seeking a passionate Customer Complaints Advisor to join their team in Edinburgh. This role involves helping travelers with inquiries and complaints through phone, chat, and email while ensuring customer satisfaction. Candidates should have experience in a contact centre, be fluent in English, and possess strong communication skills. Enjoy perks like 33 days of annual leave, health plans, and opportunities for career development in a diverse workplace.

Benefits

33 days annual leave

Health cash back plan

Hybrid working options

$600 USD in Trip Coins

Life insurance worth 4x salary

Qualifications

• Experience in a contact centre handling customer complaints.
• Proven ability to achieve KPIs.
• Fluent English both written and verbal.

Responsibilities

• Handle customer complaints and inquiries professionally.
• Ensure compliance with policies and legal regulations.
• Deliver customer service with empathy.

Skills

Customer complaints experience

Fluent in English

Strong communication skills

Problem-solving skills

Ability to handle multiple chats

Job description

Job Description

Regular Edinburgh International business Other Job ID:6313

Update 2025-12-10

About Us

Since 2014,Trip.com 's Customer Support Centre has expanded to include 15 global customer support centres worldwide. By collaborating across all our global sites, we are able to provide customer support in more than 20 languages and across 13 product lines, catering to the diverse needs of travellers around the world.

With over 30,000 employees in 30 countries, and Customer Service Centres in Japan, Korea, the UK, and the Philippines, we provide 24/7 support in 19 languages. Our mission is simple: to make every journey the best it can be, at the best possible price.

Who we are looking for

We are seeking a passionate and enthusiastic Customer Complaints Advisor to join our team in our Edinburgh office.

As a Customer Complaints Advisor, you’ll be the voice of Trip.com - helping travelers with everything from hotel bookings to flight queries while delivering exceptional service across phone, chat, and email.

Hours:

Rotating shifts, Full-time, 37.5 hours per week

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.
• Deliver outstanding customer service with empathy and professionalism via phone, chat, and email.
• Take ownership of customer concerns, resolving travel-related issues end-to-end.
• Communicate clearly and confidently across multiple channels.
• Collaborate within a supportive team to achieve KPIs and service targets.
• Share ideas to improve customer experience and internal processes.
• Represent and represent the Trip.com culture in every interaction.

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
• Strong communication and problem-solving skills, with resilience under pressure.
• Ability to remain calm and logical in challenging situations
• Enthusiastic approach with the desire to hit your goals and passionate about continuous development
• Ability to handle multiple web chats with fast, accurate typing.
• Motivated, adaptable, with eagerness to learn and grow.
• Comfortable navigating systems and CRM tools to resolve queries efficiently in a fast-paced environment.
• Travel & Tourism industry experience – desirable but not essential

Why You’ll Love Working Here

• 33 days annual leave (including bank holidays)
• 3 extra days for parents/guardians, plus long service leave after 10+ years
• $600 USD in Trip Coins annually to spend on your next adventure
• Monthly bonuses & $450 USD refer-a-friend scheme
• Health cash back plan for dental, optical, physiotherap, massages & more
• Employee Assistance Program, wellbeing support & enhanced sick pay
• Enhanced family policies (maternity, paternity & adoption)
• Life insurance worth 4x your annual salary
• Hybrid working options (based on performance)
• Free on-site gym or discounted memberships at Nuffield Health & PureGym
• Continuous learning & genuine career development opportunities
• Birthday & service anniversary celebrations with gift cards and cake
• Regular team events, social activities, and recognition programmes.
• Fun team days with seasonal and cultural celebrations, work anniversaries, games, prizes, awards, free lunches and sweet treats!

Culture

At Trip.com, our culture is all about people, we're a truly global and multicultural workforce with team members from over 30 countries. We strive to foster a workplace where everyone feels valued, supported, and inspired to grow. We enable you to unleash your full potential and make impact. With a real commitment to internal progression and promotion, your Trip.com journey could take you anywhere, many of our senior leaders started with us in this very role!

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