At a Glance
- Tasks: Help travellers with bookings and queries via phone, chat, and email.
- Company: Join a global leader in travel support with a vibrant culture.
- Benefits: 33 days leave, performance bonuses, health plans, and hybrid work options.
- Other info: Dynamic team environment with great career growth and fun events.
- Why this job: Be the voice of Trip.com and make a real difference for travellers.
- Qualifications: Fluent in German and English, with customer service experience preferred.
The predicted salary is between 24000 - 28000 £ per year.
Our continued hiring reflects significant business growth. We’re growing fast and investing in our people. Our commitment to building a larger in-house team means more roles than ever for our Edinburgh Call Centre. This is a fantastic time to join and grow your career with us!
Since 2014, Trip.com’s Customer Support Centre has expanded to include 15 global customer support centres worldwide. By collaborating across all our global sites, we are able to provide customer support in more than 20 languages and across 13 product lines, catering to the diverse needs of travellers around the world. With over 30,000 employees in 30 countries, and Customer Service Centres in Japan, Korea, the UK, and the Philippines, we provide 24/7 support in 19 languages. Our mission is simple: to make every journey the best it can be, at the best possible price.
As a Customer Service Advisor, you’ll be the voice of Trip.com - helping travellers with everything from hotel bookings to flight queries while delivering exceptional service across phone, chat, and email.
Hours: Full-time, 37.5 hours per week
Salary: £26,800 + Monthly incentive
What You’ll Do:
- Deliver outstanding customer service with empathy and professionalism via phone, chat, and email, across German and English lines.
- Take ownership of customer concerns, resolving travel-related issues end-to-end.
- Communicate clearly and confidently across multiple channels.
- Collaborate within a supportive team to achieve KPIs and service targets.
- Share ideas to improve customer experience and internal processes.
- Represent the Trip.com culture in every interaction.
What You’ll Bring:
- Previous customer service experience, ideally in a contact centre environment.
- Fluent in English and German (written and verbal) – Essential
- Strong communication and problem-solving skills, with resilience under pressure.
- Ability to handle multiple web chats with fast, accurate typing.
- Confident working towards and achieving KPIs / Targets.
- Motivated, adaptable, with eagerness to learn and grow.
- Comfortable navigating multiple systems to resolve queries efficiently in a fast-paced environment.
- Travel & Tourism industry experience – desirable but not essential.
Why You’ll Love Working Here:
- 33 days annual leave (including bank holidays)
- 3 extra days for parents/guardians, plus long service leave after 10+ years
- $600 USD in Trip Coins annually to spend on your next adventure
- Monthly performance bonuses & $450 USD refer-a-friend scheme
- Health cash back plan for dental, optical, physiotherapy, massages & more
- Employee Assistance Program, wellbeing support & enhanced sick pay
- Enhanced family policies (maternity, paternity & adoption)
- Life insurance worth 4x your annual salary
- Hybrid working options (based on performance)
- Free on-site gym and discounted memberships at Nuffield Health & PureGym
- Continuous learning & genuine career development opportunities
- Birthday & service anniversary celebrations with gift cards and cake
- Regular team events, social activities, and recognition programmes.
- Fun team days with seasonal and cultural celebrations, work anniversaries, games, prizes, awards, free lunches and sweet treats!
At Trip.com, our culture is all about people, we're a truly global and multicultural workforce with team members from over 30 countries. We strive to foster a workplace where everyone feels valued, supported, and inspired to grow. We enable you to unleash your full potential and make impact. With a real commitment to internal progression and promotion, your Trip.com journey could take you anywhere, many of our senior leaders started with us in this very role!
Customer Advisor (German Speaking)(MJ001924) employer: Trip.com
At Trip.com, we pride ourselves on being an exceptional employer, especially for our Customer Advisors in Edinburgh. With a vibrant work culture that celebrates diversity and collaboration, we offer extensive benefits including 33 days of annual leave, performance bonuses, and continuous learning opportunities. Join us to not only advance your career but also to be part of a supportive team that values your contributions and encourages personal growth.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Advisor (German Speaking)(MJ001924)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Trip.com. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Trip.com before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Advisor (German Speaking)(MJ001924)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Trip.com:Your cover letter is your chance to shine! Tell us why you want to work at Trip.com specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Trip.com!
How to prepare for a job interview at Trip.com
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
