Core Role Info - READ BEFORE YOU APPLY
Location: 1 Lochrin Square, Edinburgh - Hybrid (This is NOT a remote role).
Salary: £26,800 + Monthly performance incentive
Hours: Full time, 37.5 hours a week.
Hybrid: Our hybrid model is 3 days in office, 2 days from home after training.
Training: First 12 weeks, Monday - Friday, 8:00am - 4:30pm.
Language: This role requires spoken and written fluency in Portuguese 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)
6% employer pension contribution via our company scheme
Monthly performance bonus
$600 USD in annual Trip Coins, plus up to 8% off hotel bookings worldwide and a birthday Trip Coins gift
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
$450 USD employee referral bonus
Continuous learning and genuine career progression, plus 4 days paid leave for work-related exams
Regular team socials, free lunches, celebrations and recognition events
Additional leave for parents/guardians and long service leave
What You'll Do
Deliver outstanding customer service across phone, live chat and email in both Portuguese 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 Portuguese 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