Customer Success Advisor Travel

Trip Group; City of Edinburgh; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading travel service provider in Edinburgh is looking for a passionate Customer Complaints Advisor. In this role, you will handle customer complaints and inquiries across multiple channels while ensuring high levels of customer satisfaction. Key qualifications include previous experience in a contact centre, proficiency in English, and strong problem-solving skills. The company offers generous annual leave, understanding policies, hybrid working options, and numerous employee perks. Join this supportive team dedicated to making every journey the best it can be.

Benefits

33 days annual leave

Health cash back plan

$600 USD in Trip Coins

Monthly performance bonuses

Free on-site gym

Qualifications

• Experience in a contact centre handling customer complaints.
• Ability to work towards Key Performance Indicators (KPIs).
• Desire for continuous development and achieving personal goals.

Responsibilities

• Handle customer complaints and inquiries via phone, chat, and email.
• Ensure compliance with company policies and legal regulations.
• Collaborate with the team to achieve service targets.

Skills

Customer complaints experience

Fluent in English (written and verbal)

Good knowledge of Microsoft Office suite

Proficient typing abilities

Excellent problem solving skills

Ability to remain calm in challenging situations

Job description

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.

The Role

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.

Hours

Full time, 37.5 hours a week

What you’ll be doing

• Handling customer complaints and inquiries professionally and efficiently, ensuring a high level of customer satisfaction via phone, chat, and email, acrossEnglish lines.
• Ensure compliance with company policies and legal regulations when addressing customer complaints.
• Handling customer queries with empathy, patience and compassion
• Keeping up-to-date with the latest promotions initiatives and company policies/procedures
• 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 the Trip.com culture in every interaction.

What you’ll bring

• 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
• 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 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 performance bonuses & $450 USD refer-a-friend scheme
• Health cash back plan for dental, optical, physiotherapy, 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 and 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!