Customer Service Advisor

Description:

Trip.com Group, a global leader in travel services and online travel brands, is looking for a passionate and enthusiastic Dutch Speaking Customer Service Advisor to join their Edinburgh office team. Founded in 1999 and listed on NASDAQ and HKEX, Trip.com Group comprises Trip.com, Ctrip, Skyscanner, and Qunar, delivering comprehensive travel products and services worldwide.

The role involves delivering exceptional customer service as the first point of contact for travel-related queries. You will engage with customers through multiple communication channels, including calls, chat, and emails. The successful candidate will handle queries with empathy and patience while building rapport quickly and demonstrating excellent problem-solving skills.

Responsibilities:

• Provide excellent customer service, responding to various travel inquiries via calls, chat, and emails.

• Deliver empathetic, patient, and compassionate support to customers.

• Participate in regular team meetings and stay updated on promotions, initiatives, and company policies.

• Assist with ad hoc projects as assigned.

• Occasionally support the English-speaking customer line based on business needs.

Required Skills and Qualifications:

• Fluent in Dutch and English.

• Proven customer service experience.

• Effective communication and interpersonal skills.

• Proficiency in Microsoft Office suite and typing skills.

• Ability to stay calm and logical during challenging customer interactions.

• Strong problem-solving skills and an enthusiastic approach to meet targets.

• Commitment to continuous personal development.

Desired but Not Essential:

• Previous contact center experience.

• Experience in the travel and tourism industry.

Working Hours and Location:

• Working hours: 37.5 hours per week, Monday to Sunday, with rotational shifts from 7am to 11pm.

• Dutch line working hours: Monday to Friday, 8am to 5pm.

• Location: Contemporary office at Lochrin Square, Fountainbridge, Edinburgh.

• Hybrid working options available after the first 6 months, contingent on performance.

Benefits and Perks:

• 33 days annual leave including bank holidays.

• 3 additional days off for parents/guardians.

• Workplace health cash plan covering dental, optical, physiotherapy, and more.

• Employee wellbeing programs and enhanced sick pay.

• Monthly performance-based bonuses.

• Extensive learning and career development opportunities.

• Annual travel points redeemable at Trip.com.

• Enhanced family policies (maternity, paternity, adoption).

• Life and health insurance.

• Birthday cake on your birthday.

• Free on-site gym.

• Frequent employee engagement events.

• Refer-a-friend bonus scheme.