Bilingual Customer Service Advisor Hybrid Edinburgh

Confidential; City of Edinburgh; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

33 days annual leave

Monthly performance bonus

Health cash plan

On-site gym discount

Employee referral bonus

Job summary

Confidential in Edinburgh is hiring a Bilingual Customer Service Advisor to join our Customer Support team. The role involves helping customers by phone and live chat with travel-related enquiries, ensuring an exceptional customer experience.

The position is hybrid: 3 days in the office and 2 days from home, 37.5 hours per week, with a 12-week training period. Salary is £26,800 plus monthly performance incentive, and fluency in English and another language is required.

Qualifications

• Fluent spoken and written in English and another language.
• Experience in customer service or contact centre is advantageous.

Responsibilities

• Deliver outstanding customer service across phone, live chat and email in English and another language.
• Assist with flights, hotels and travel-related inquiries.
• Take ownership of customer issues from first contact through to resolution.
• Maintain high quality and accuracy across conversations while meeting KPIs.

Skills

Bilingual English + another language

Tools

CRM systems

Job description

We're looking for a Bilingual Customer Service Advisor to join our Customer Support team in Edinburgh. If you're fluent in another EMEA language and English and enjoy helping people, you'll support customers via phone and live chat, assisting with flights, hotels and other travel-related enquiries while delivering an exceptional customer experience.

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.
• Training: First 12 weeks, Monday - Friday, 8:00am - 4:30pm.
• Language: This role requires spoken and written fluency in English and another language.
• 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 English and another language.
• 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 's values in every customer interaction.

What You'll Bring

• Fluent spoken and written in English and another language (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

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 .

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.