Portuguese speaking Customer Advisor

Trip.com; City of Edinburgh; Hybrid; GBP 25,000; Full time

Job summary

An established industry player is seeking a passionate Customer Advisor to join their Edinburgh office. This role offers a supportive environment where you can thrive while providing exceptional service to customers. You will engage with clients via various communication channels, addressing travel queries with empathy and professionalism. With a competitive salary and a range of benefits including annual leave, health plans, and performance bonuses, this position is perfect for those who love travel and customer service. Join a team that values personal growth and career development, and embark on your journey with a leading global travel service provider.

Benefits

33 days annual leave

Health cash plan

Employee well-being program

Monthly performance based bonuses

Annual travel points

Enhanced family policies

Life and health insurance

Free on-site gym

Birthday cake on your birthday

Refer a friend bonus scheme

Qualifications

• Experience in customer service within a contact centre.
• Fluency in English and Portuguese, both written and verbal.

Responsibilities

• Providing exceptional service to customers via call and chat.
• Handling travel queries on Portuguese and English speaking lines.

Skills

Customer service experience

Fluent in English

Fluent in Portuguese

Microsoft Office suite

Problem solving skills

Proficient typing abilities

Ability to remain calm

Enthusiastic approach

Job description

Regular Edinburgh International Business Other Job ID:5733

Update 2025-04-30

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 are seeking a passionate and enthusiastic Customer Advisor to join our team in our Edinburgh office.

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 between10am to 6.30pmchangingto8am - 4.30pmwithin the coming months

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.

Start Date - 16th June

*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 on our Portuguese speaking line whilst covering our English speaking language line when and if required
  
• 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 in English and Portuguese both writtenandverbal
• 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

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