Customer Service Advisor - Bilingual

Trip.com; City of Edinburgh; On-site; GBP 24,000 - 26,000; Full time

Job summary

A leading travel services company seeks a Customer Service Advisor to enhance customer experiences in Edinburgh. In this role, you'll provide support for hotel bookings and flight queries through various communication channels while adhering to service targets. Ideal candidates will have experience in customer service, be fluent in English, and possess strong communication skills. Attractive benefits include annual leave, bonuses, and health plans, along with growth opportunities within the company.

Benefits

33 days annual leave

Monthly performance bonuses

Health cash back plan

Enhanced family policies

Free on-site gym

Continuous learning opportunities

Qualifications

• Prior experience in a contact centre environment is preferred.
• Fluency in English and another supported language is required.
• Strong communication skills with resilience under pressure is essential.

Responsibilities

• Deliver exceptional customer service across phone, chat, and email.
• Resolve travel-related issues end-to-end.
• Collaborate with the team to achieve KPIs.

Skills

Customer service experience

Fluent in English

Strong communication skills

Problem-solving skills

Ability to handle multiple chat sessions

Adaptable and motivated

Job description

Overview

About Us. Since 2014, Trip.com's Customer Support Centre has expanded to include 15 global customer support centres worldwide. By collaborating across all our global sites, we are able to provide customer support in more than 20 languages and across 13 product lines, catering to the diverse needs of travellers around the world. With over 30,000 employees in 30 countries, and Customer Service Centres in Japan, Korea, the UK, and the Philippines, we provide 24/7 support in 19 languages. Our mission is simple: to make every journey the best it can be, at the best possible price.

The Role

As a Customer Service Advisor, you’ll be the voice of Trip.com – helping travellers with everything from hotel bookings to flight queries while delivering exceptional service across phone, chat, and email.

Location: 1 Lochrin Square, Edinburgh (On-site)

Salary: £24,800 + £1,000 annual language bonus for bilingual speakers

Hours: Rotating shifts, Full-time, 37.5 hours per week

What You’ll Do

• Deliver outstanding customer service with empathy and professionalism via phone, chat, and email, across English and your additional language.
• Take ownership of customer concerns, resolving travel-related issues end-to-end.
• Communicate clearly and confidently across multiple channels.
• Collaborate within a supportive team to achieve KPIs and service targets.
• Share ideas to improve customer experience and internal processes.
• Represent the Trip.com culture in every interaction.

What You’ll Bring

• Previous customer service experience, ideally in a contact centre environment.
• Fluent in English and one of our supported languages (written and verbal).
• Strong communication and problem-solving skills, with resilience under pressure.
• Ability to handle multiple web chats with fast, accurate typing.
• Confident working towards and achieving KPIs / Targets.
• Motivated, adaptable, with eagerness to learn and grow.
• Comfortable navigating multiple systems to resolve queries efficiently in a fast-paced environment.
• Travel & Tourism industry experience – desirable but not essential.

Why You’ll Love Working Here

• 33 days annual leave (including bank holidays)
• 3 extra days for parents/guardians, plus long service leave after 10+ years
• $600 USD in Trip Coins annually to spend on your next adventure
• Monthly performance bonuses & $450 USD refer-a-friend scheme
• Health cash back plan for dental, optical, physiotherapy, massages & more
• Employee Assistance Program, wellbeing support & enhanced sick pay
• Enhanced family policies (maternity, paternity & adoption)
• Life insurance worth 4x your annual salary
• Hybrid working options (based on performance)
• Free on-site gym and discounted memberships at Nuffield Health & PureGym
• Continuous learning & genuine career development opportunities
• Birthday & service anniversary celebrations with gift cards and cake
• Regular team events, social activities, and recognition programmes.
• Fun team days with seasonal and cultural celebrations, work anniversaries, games, prizes, awards, free lunches and sweet treats!

Culture

At Trip.com, our culture is all about people, we\'re a truly global and multicultural workforce with team members from over 30 countries. We strive to foster a workplace where everyone feels valued, supported, and inspired to grow. We enable you to unleash your full potential and make impact. With a real commitment to internal progression and promotion, your Trip.com journey could take you anywhere, many of our senior leaders started with us in this very role!

Our supported languages are: Spanish, French, Italian, Dutch, German, Turkish, Greek and Arabic

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

Have a good trip, and see you soon!