Customer Service Specialist

6 days ago

Edinburgh, Edinburgh, United Kingdom Trip Full time

At Trip, we're on a mission to deliver the perfect trip at the best price for every traveler. As a Customer Service Specialist, you'll be the highest point of escalation for our customers and partners, providing world-class service to improve customer retention and regain their confidence in our brand.

This role comes with competitive pay, comprehensive benefits, and various opportunities to support your development. You'll handle customer issues from various aspects of our business, working with the Customer Success Manager to continuously improve the customer experience.

Key responsibilities include:

  • Handling complaints and various customer escalations, utilizing internal systems and product knowledge to achieve optimal customer resolution times.
  • Serving as a focal point to receive urgent escalations, prioritizing excellent customer communication with empathy and professionalism.
  • Ensuring all complaint cases and escalation tasks are diligently and promptly followed up, maintaining timely communication with customers for each case.
  • Ability to effectively deep-dive and investigate the root cause of customer complaints, providing the right solution and responsible party determination.
  • Maintaining effective communication and relationships between internal departments.
  • Accurately documenting interactions, maintaining data accuracy in the relevant contact management system, and understanding various processes and procedures that interface with the service centre.
  • Providing feedback and improvement ideas promptly to the Technical Team.

Requirements include:

  • Preferably 1 to 2 years of experience handling high-level complaints, escalations, disputes, resolutions, and detailed investigations with root cause analysis skills.
  • Effective communication skills, both written and verbal, in English and/or Malay.
  • Demonstrating patience in all interactions with customers, affiliates, partners, and internal departments, maintaining a pleasant and professional tone.
  • Ability to manage multiple tasks simultaneously and maximize productivity with effective time management skills.
  • Dependable with strong attention to detail.
  • Skilled in multitasking and adaptable to changes quickly.
  • Ability to work both independently and as part of a team.
  • Courteous with a strong customer service orientation.
  • Proficient in computer navigation and PC knowledge.
  • Able to work on a rotating shift, during weekends, public holidays, and festive seasons.

At Trip, 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 and respects team members in and out of the workplace. Everyone is on a trip, whether it's a career trip or a life trip. At Trip, you can define your own trip by setting a goal and celebrate your success by recognizing the progress you have made.

What's more?

  • Our rapid business growth in global offers abundant career opportunities at various levels and in multiple functions.
  • Internal transfer is encouraged, and global job rotation program enables you to pursue a global career path and make global impact.
  • We provide learning opportunities to further your career in areas of leadership capability, soft skill, and professional expertise.
  • We encourage flexible work arrangement.
  • Have fun with company-sponsored greetings and activities at holidays, birthdays, and colorful team events.

Click to learn more about What makes Trip a great place to work. Find out more job opportunities at Trip.com. Have a good trip, and see you soon

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