Careers at Trip.com Group

General information

Name

French speaking Customer Complaints Advisor

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 French speaking 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.

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
3 additional days leave for parents/guardians
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 are 37.5 hours with shifts between;

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

Location- Our contemporary workspace is based at Lochrin Square in Fountainbridge, Edinburgh.

Salary- We offer a competitive salary of £24,800 per annum plus a £1000 language allowance

*Please note that we are unable to provide sponsorship. Therefore, to be considered for this position, you must already possess the Right to Work in the UK and reside within a commutable distance from our Edinburgh office*

What you’ll be doing

Handle customer complaints and inquiries professionally and efficiently, ensuring a high level of customer satisfaction on our French speaking line
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

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 and French
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

Desired but not essential

Previous contact centre experience
Travel & Tourism industry experience

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!