Customer Success Specialist

4 weeks ago


Edinburgh, Edinburgh, United Kingdom Trip Full time

Job Summary

We are seeking a Customer Success Specialist to join our team at Trip. In this role, you will be responsible for handling customer complaints and issues in a timely and professional manner.

Key Responsibilities:

  • Document and process customer complaints and GR issues
  • Maintain positive customer relationships while ensuring compliance with company policies
  • Handle transferred and escalated complaints from advisors and NPS/KCA/Social media cases
  • Closely monitor and analyze competitor service data
  • Maintain excellent working knowledge of confluence system

Requirements:

  • Customer service experience, with complaint handling experience preferred
  • Excellent written and oral communication skills
  • Logical/positive thinking, negotiation, and persuasion/consultation skills
  • Ability to multitask effectively and record reliability
  • Excellent co-working skills with related functional teams and vendors/airlines


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