Customer Service Advisor

Trip.com; City of Edinburgh; On-site; GBP 24,000 - 29,000; Full time

Job summary

Trip.com is hiring for multiple customer service roles in Edinburgh. As part of a supportive team, you will provide top-notch service to our customers across various channels, utilizing your problem-solving skills and customer service experience. In return, you will enjoy an attractive benefits package, including annual leave, health plans, and performance bonuses.

Benefits

33 days annual leave

Employee well-being program

Life and health insurance

Enhanced family policies

Free on-site gym

Qualifications

• Customer service experience within a contact centre.
• Proficient typing abilities.
• Excellent problem solving skills.

Responsibilities

• Providing exceptional service as the first point of contact.
• Responding to travel queries via Call and Chat.
• Assisting in ad hoc assigned projects.

Skills

Customer service experience

Problem solving

Fluent in English

Empathy

Enthusiasm

Ability to remain calm

Tools

Microsoft Office

Job description

Regular Edinburgh International Business Other Job ID:5876

Update 2025-06-10

Job Description

Who we are

Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Trip.com Group is a leading global travel service provider comprising of Trip.com, Ctrip, Skyscanner, and Qunar.

Across its platforms, Trip.com Group integrates travel resources from industry partners and helps travellers worldwide pursue the perfect trip with exceptional travel products and services.

We have four contact centres around the globe based in Japan, Korea, UK, and the Philippines, providing 24/7 customer service in 19 different languages.

We have more than 30,000 employees across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world’s leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.

Who we are looking for

We're excited to announce that we're expanding our team and are hiring multiple candidates for this role.

You will be customer-centric, have a passion for travel, have a track record in building rapport quickly and take pride in being able to problem solve. These aspects will come through in all your interactions whilst delivering the best possible customer service through our range of communication channels.

What you will get in return

Joining the team in Edinburgh, you will be warmly welcomed to an engaging and supportive working environment which includes:

• 33 days annual leave (including bank holidays)
• 3 additional days for parents/guardians
• Workplace health cash plan including claiming back for dental, optical and physiotherapy and much more
• Employee well-being program, Employee Assistance Program and enhanced sick pay
• Monthly performance based bonuses
• Extensive learning opportunities and resources to further your career
• Annual travel points which can be redeemed at Trip.com towards your next adventure
• Enhanced family policies (maternity/paternity/adoption)
• Life and health insurance
• Birthday cake on your birthday
• Free on-site gym
• Hybrid working options are available after your first 6 months, contingent based on performance
  
• Frequent employee engagement events
• Refer a friend bonus scheme

Alongside our excellent benefits package we are committed to investing in your learning and development to support you building a career at Trip.com.

Working hours- The operational office hours are 37.5 hours, Monday through Sunday, with one unpaid hour for lunch with rotational shift patterns ranging from 7am to 11pm.

At this time the working hours are;

• Monday to Friday 8am - 4.30pm

Location- Our contemporary workspace is based at Lochrin Square in Fountainbridge, Edinburgh.

Salary- We offer a competitive salary of £24,800 per annum plus a £1000 language allowance if you speak one of our supported languages.

*Please note that we are unable to provide sponsorship. Therefore, to be considered for this position, you must already possess the Right to Work in the UK and reside within a commutable distance from our Edinburgh office*

What you’ll be doing

• Providing exceptional service to our customers, being the first point of contact responding to various travel queries
  
• Providing resolutions to our customers via Call and Chat
• Handling customer queries with empathy, patience and compassion
• Attending regular team huddles
• Keeping up-to-date with the latest promotions initiatives and company policies/procedures
• Assisting in ad hoc assigned projects

What you’ll need

• Customer service experience within a contact centre
• Proven experience in working towards and achieving Key Performance Indicators (KPIs)
  
• Must be fluent both written & verbal in English
• Good knowledge of Microsoft Office suite
• Proficient typing abilities
• Ability to remain calm and logical in challenging situations
• Excellent problem solving skills
• Enthusiastic approach with the desire to hit your goals and passionate about continuous development

Desired but not essential

• Travel & Tourism industry experience
• Proficiency (B2 level and above) in another language, such as German, Dutch, French, Polish, Arabic, Turkish, Greek, Spanish, Portuguese, Italian and Russian is desirable for this role.

Why Trip.com Group

We offer a stage to unleash your full potential and drive global impact. As an international team, we embrace an open and inclusive culture that supports personal growth and career development. Everyone is on a trip, whether it's a career trip or a life trip. At Trip.com Group, you can define your own trip by taking the first steps in to your career with us!

Be Aware of Recruitment Fraud

Please be vigilant as we have noticed fraudulent entities posing as Trip.com Group or our associates, contacting applicants with fake job offers. Remember, official communications will always come from our verified email addresses, and we never conduct interviews solely via text or instant messaging apps. We do not charge any fees throughout the hiring process. If you receive any dubious communications, report them immediately to [e-mail].

Click the link to learn more about What makes Trip.com Group a leading global travel service provider? https://www.youtube.com/watch?v=w4D31J3atps

Find out more job opportunities at https://careers.trip.com