Core Role Info - READ BEFORE YOU APPLY
Location: 1 Lochrin Square, Edinburgh - Hybrid (This is NOT a remote role).
Salary: £26,800
Hours: Full time, 37.5 hours a week.
Hybrid: Our hybrid model is 3 days in office, 2 days from home.
Language: This role requires spoken and written fluency in Arabic and English.
RTW: You will need the right to work in the UK without sponsorship (now or in the future) as we are unable to offer sponsorship at this time.
Why You'll Love Working Here:
* 33 days annual leave (including bank holidays)
* Hybrid working - 3 days in the office, 2 days from home (subject to training and performance)
* Monthly performance bonus
* $600 USD in annual Trip Coins to put towards your own travel
* Health Cash Plan covering dental, optical, physiotherapy, massages and more
* Free on-site gym or discounted memberships with Nuffield Health and PureGym
* Enhanced family leave, enhanced sick pay and an Employee Assistance Programme
* Life insurance worth four times your annual salary
* $450 USD employee referral bonus
* Continuous learning and genuine career progression - many of our leaders started in this role
* Regular team socials, free lunches, celebrations and recognition events
* Additional leave for parents/guardians and long service leave after 10 years
What You'll Do:
* Deliver outstanding customer service across phone, live chat and email in both Arabic and English.
* Support customers with flights, hotels and other travel-related enquiries.
* Take ownership of customer issues from first contact through to resolution.
* Deliver an empathetic, professional and efficient customer experience.
* Manage multiple customer conversations while maintaining accuracy and quality.
* Work collaboratively with colleagues to achieve team KPIs and service targets.
* Identify opportunities to improve the customer experience and internal processes.
* Represent Trip.com's values in every customer interaction.
What You'll Bring
* Fluent spoken and written Arabic and English (essential).
* Previous customer service, customer support, customer care or contact centre experience.
* Excellent communication and problem-solving skills.
* Confidence handling multiple live chats and navigating multiple systems simultaneously.
* Comfortable working towards KPIs and performance targets.
* Strong attention to detail and accurate typing skills.
* A positive attitude with the ability to adapt and learn in a fast-paced environment.
* Experience using CRM systems or customer service software is advantageous.
* Travel or tourism industry experience is desirable but not essential.
About Trip.com
Trip.com Group is one of the world's leading travel technology companies, helping millions of customers book flights, hotels, trains and holidays across the globe.
With more than 30,000 employees across 30 countries, we operate global Customer Support Centres that provide 24/7 support in multiple languages. Our mission is simple: to make every journey the best it can be.
Our Edinburgh team is home to colleagues from over 30 nationalities, creating a truly international and inclusive workplace where everyone is encouraged to learn, grow and develop their career. Many of our managers and senior leaders started their journey in this very role, making this an excellent opportunity to build a long-term career with Trip.com.
If you're passionate about delivering exceptional customer service and want to join a fast-growing global business, we'd love to hear from you
Salary description
£26800.00 - £26800.00 per year