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For Companies At a Glance
- Tasks: Assist customers with travel inquiries and complaints in English and French.
- Company: Join a global leader in travel support with a vibrant team culture.
- Benefits: Enjoy 33 days annual leave, performance bonuses, and health cash back plans.
- Why this job: Make a real impact on travellers' experiences while developing your career.
- Qualifications: Fluent in English and French, with customer service experience and problem-solving skills.
- Other info: Dynamic workplace with opportunities for growth and fun team events.
The predicted salary is between 25000 - 30000 £ per year.
About 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.
The Role
We are seeking a passionate and enthusiastic Customer Care Advisor to join our team in our Edinburgh office. You will be customer-centric, have a passion for travel, have a track record in building rapport quickly and take pride in being able to problem solve. These aspects will come through in all your interactions whilst delivering the best possible customer service through our range of communication channels.
Hours
Rotating shifts, Full time, 37.5 hours a week
What you’ll be doing
- Handling customer complaints and inquiries professionally and efficiently, ensuring a high level of customer satisfaction via phone, chat, and email, across English & French lines.
- Ensure compliance with company policies and legal regulations when addressing customer complaints.
- Handling customer queries with empathy, patience and compassion.
- Keeping up-to-date with the latest promotions initiatives and company policies/procedures.
- 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
- Customer complaints experience within a contact centre.
- Proven experience in working towards and achieving Key Performance Indicators (KPIs).
- Must be fluent in English & French both written and verbal.
- Good knowledge of Microsoft Office suite.
- Proficient typing abilities.
- Ability to remain calm and logical in challenging situations.
- Excellent problem solving skills.
- Enthusiastic approach with the desire to hit your goals and passionate about continuous development.
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!
Culture
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 Care Advisor – Travel (French Speaking) employer: Trip.com
Contact Detail:
Trip.com Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Advisor – Travel (French Speaking)
✨Tip Number 1
Get to know the company culture! Before your interview, check out Trip.com’s values and mission. This will help you tailor your responses and show that you’re genuinely interested in being part of their team.
✨Tip Number 2
Practice your language skills! Since this role requires fluency in both English and French, brush up on your conversational skills. Try role-playing common customer scenarios with a friend to build confidence.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you successfully handled customer complaints. Be ready to share these stories during your interview to demonstrate your capability.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and serious about joining the Trip.com family. Don’t miss out!
We think you need these skills to ace Customer Care Advisor – Travel (French Speaking)
Some tips for your application 🫡
Show Your Passion for Travel: When writing your application, let your love for travel shine through! Share any personal experiences or stories that highlight why you’re excited about helping others with their journeys.
Be Clear and Concise: We want to see your communication skills in action! Make sure your application is easy to read and straight to the point. Use clear language and avoid jargon to keep it professional yet friendly.
Highlight Relevant Experience: Don’t forget to mention your customer service experience, especially in handling complaints. We’re looking for examples that show how you’ve successfully resolved issues and kept customers happy.
Apply Through Our Website: Make sure to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Trip.com
✨Brush Up on Your Language Skills
Since this role requires fluency in both English and French, make sure to practice your language skills before the interview. Try to engage in conversations or even role-play scenarios that might come up during customer interactions.
✨Know the Company Inside Out
Familiarise yourself with Trip.com’s mission, values, and recent initiatives. Understanding their culture and how they operate will help you align your answers with what they’re looking for in a Customer Care Advisor.
✨Prepare for Common Scenarios
Think about potential customer complaints you might encounter and how you would handle them. Be ready to share specific examples from your past experience that demonstrate your problem-solving skills and ability to remain calm under pressure.
✨Show Your Passion for Travel
As a Customer Care Advisor in the travel sector, your enthusiasm for travel can set you apart. Share your own travel experiences and how they’ve shaped your understanding of customer needs in the travel industry.