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Complaints Handler

8 months ago

Edinburgh, United Kingdom Trip.com Full time

**Introduction**

Our service hours are Monday to Sunday 7am to 8pm. The standard working pattern will be 37.5 hours per week (5 days per week). You will work shifts on a rotation basis including weekends and public holidays.

**Salary**: £25,000 + £1,000 language allowance

**Key Roles and Responsibilities**
- Resolved escalated customer concerns and complaints by creating positive experiences;
- Provide insight into the current state of the customer relationship with escalated accounts;
- Utilize strong communication skills to connect with customers and negotiate when necessary;
- Consistently follow-up with customers until their concerns are fully resolved;
- Develop and maintain a prioritized issue list and action plan to drive resolution to critical issues;
- Proactively and independently works to meet related targets;
- Assist with any ad hoc projects and tasks from the Customer Success Manager/ TL.

**Qualifications**
- At least 1 year of call centre & complaints handling experience (it could be in different roles);
- Strong communication skills, must be fluent or proficient in English and French/Polish/Dutch/Greek/Arabic/German both written and spoken;
- Proficient typing abilities;
- Sound troubleshooting and problem-solving skills with a strong desire to achieve positive outcomes;
- Strong negotiation and objection handling skills;
- Ability to manage customer expectations clearly, a balanced an analytical approach to solving customer problems;
- Enthusiastic yet conscientious and diligent approach to work;
- Completer-finisher with a good attention to detail;
- Have a passion for helping and supporting others; A positive and friendly attitude with willingness to innovate change.

**What’s more?**
- Extensive learning opportunities and resources to further your career
- 32 days holidays (including 8 bank holidays)
- An Employee referral program that rewards you for inviting friends to come to work with us
- Enhanced family friendly policies to support your family whatever the circumstances
- Life assurance to give you peace of mind
- Employee well-being program: discounted gym memberships, health cash plan, enhanced sick pay, and an Employee Assistance Program
- Team building activities to encourage a sense of fun and belonging
- We celebrate a diversity and our cultural wealth by raising awareness and hosting events on-site

**About Us**

We have more than 30,000 employees scattered 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.

Have a good trip, and see you soon