CTrip ホーム

[Job Description]

• This position is responsible for performing tasks that documenting, processing, and closing of customer complaints and GR issue.
• This position is also responsible for maintaining positive customer relationships while maintaining compliance with company policies.

[Major responsibilities of this position]

• Handle transferred, escalated complaints from advisors and NPS / KCA/ Social media case.
• Close out complaints in a timely manner following as Trip.com’s procedure.
• Handle customer complaints regarding company complaint procedures and government guidance.
• Report regular complaint data and Support to analyze competitor's service.
• Maintain excellent working knowledge of Trip.com products and confluence system.
• Other duties as assigned.

[Requirement]

• Customer service experience in Trip.com is preferred; complaint handling experience is also preferred.
• Individual should be a team player with excellent written and oral communication skills.
• Logical/positive thinking
• Negotiation and persuasion/consultation skills
• Ability of multi-task effectively.
• Recording of reliability is essential.
• Excellent co-working with related functional teams and vendors/airlines.