Portuguese Speaking Social Media Specialist

6 months ago

Edinburgh, United Kingdom Trip.com Group Full time

**Who we are
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
**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:

- 32 days annual leave
- 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
- Enhanced family policies (maternity/paternity/adoption)
- Life and health insurance
- Discounted parking pass at Fountain Park
- Birthday cake on your birthday
- Free on-site gym
- Hybrid working
- Frequent employee engagement events Refer a friend bonus scheme

**What you'll be doing
- Resolve escalated customer concerns and complaints by creating positive experience through Trust Pilot and local social media
- Utilise strong communication skills to connect with customers, organisation or authorities and negotiate when necessary via social media
- Consistently follow-up with customers until their concerns are fully resolved
- Deep dive cases involving product or service defect and identify potential brand risk

**What you'll need
- Fluent in both English & Portuguese
- Previous experience in complaints handling/ escalation role, OTA experience preferred
- Strong product knowledge, excellent communication and interpersonal problem resolution skills
- Sound troubleshooting and problem-solving skills with a strong desire to achieve positive outcomes
- A sense of urgency and situational management with self-empowerment Able to work under tight deadlines and pressure, both independently and with others

**Be Aware of Recruitment Fraud
Have a good trip, and see you soon

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