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 diverse team.
- Benefits: Enjoy 33 days annual leave, performance bonuses, and health cash back.
- Other info: Dynamic, multicultural environment with great career growth opportunities.
- Why this job: Be the voice of Trip.com and make a real difference for travellers.
- Qualifications: Fluent in English and German, with customer service experience preferred.
The predicted salary is between 26800 - 26800 € 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
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!
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 Service Advisor - German Speaking employer: Trip.com
At Trip.com, we pride ourselves on being an exceptional employer, offering a vibrant work culture that celebrates diversity and fosters personal growth. With generous benefits such as 33 days of annual leave, performance bonuses, and continuous learning opportunities, our Edinburgh Customer Service Centre is the perfect place for motivated individuals to thrive while making a meaningful impact in the travel industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor - German Speaking
✨Tip Number 1
Get to know the company inside out! Research Trip.com, their values, and what makes them tick. This way, when you chat with them, you can show off your knowledge and passion for their mission.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers in both German and English, try role-playing common customer scenarios with a friend. This will help you feel more confident and ready to tackle any questions that come your way.
✨Tip Number 3
Be prepared to showcase your problem-solving skills! Think of examples from your past experiences where you turned a negative situation into a positive one. This will demonstrate your resilience and ability to handle pressure.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the Trip.com family. Let’s get you on board!
We think you need these skills to ace Customer Service Advisor - German Speaking
Some tips for your application 🫡
Show Off Your Language Skills:Since this role requires fluency in both English and German, make sure to highlight your language skills right at the start. Use clear examples of how you've used these languages in customer service situations to really stand out.
Tailor Your Experience:When you're writing your application, focus on your previous customer service experience. Share specific stories that demonstrate your problem-solving skills and ability to handle pressure, as these are key for us at Trip.com.
Be Personable:We love a bit of personality! Don’t be afraid to let your character shine through in your application. Show us your enthusiasm for helping customers and your passion for travel – it’ll make your application memorable.
Apply Through Our Website:To make sure your application gets to us quickly and efficiently, apply directly through our website. It’s the best way to ensure we see your application and can get back to you as soon as possible!
How to prepare for a job interview at Trip.com
✨Know Your Stuff
Before the interview, make sure you understand Trip.com's mission and values. Familiarise yourself with their customer service approach and think about how your previous experience aligns with their expectations. This will help you demonstrate that you're not just a good fit for the role, but also for the company culture.
✨Show Off Your Language Skills
Since this role requires fluency in both German and English, be prepared to showcase your language skills during the interview. Practice answering common interview questions in both languages, and don’t hesitate to switch between them if asked. This will show your confidence and ability to communicate effectively across different channels.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving abilities. Think of specific examples from your past experiences where you successfully resolved customer issues or handled difficult situations. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
✨Emphasise Teamwork and Adaptability
Trip.com values collaboration and adaptability, so be ready to discuss how you've worked in teams and adapted to changing environments. Share examples that highlight your ability to meet KPIs and targets while supporting your colleagues. This will show that you can thrive in a fast-paced, team-oriented setting.
