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- Tasks: Provide exceptional customer service and resolve travel queries via call and chat.
- Company: Join Trip.com Group, a leading global travel service provider with a supportive culture.
- Benefits: 33 days annual leave, health cash plan, monthly bonuses, and extensive learning opportunities.
- Why this job: Kickstart your career in travel while making a real impact on customers' journeys.
- Qualifications: Customer service experience, fluent in English, and strong problem-solving skills.
- Other info: Hybrid working options available after 6 months and a vibrant workspace in Edinburgh.
The predicted salary is between 24800 - 25800 £ per year.
Regular Edinburgh International Business Other Job ID:6178
Update 2025-09-29
Job Description
Who we are
Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Trip.com Group is a leading global travel service provider comprising of Trip.com, Ctrip, Skyscanner, and Qunar.
Across its platforms, Trip.com Group integrates travel resources from industry partners and helps travellers worldwide pursue the perfect trip with exceptional travel products and services.
We have four contact centres around the globe based in Japan, Korea, UK, and the Philippines, providing 24/7 customer service in 19 different languages.
We have more than 30,000 employees across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world’s leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.
Who we are looking for
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.
What you’ll get in return
Joining the team in Edinburgh, you will be warmly welcomed to an engaging and supportive working environment which includes:
- 33 days annual leave (including bank holidays)
- 3 additional days for parents/guardians
- Workplace health cash plan including claiming back for dental, optical and physiotherapy and much more
- Employee well‑being program, Employee Assistance Program and enhanced sick pay
- Monthly performance based bonuses
- Extensive learning opportunities and resources to further your career
- Annual travel points which can be redeemed at Trip.com towards your next adventure
- Enhanced family policies (maternity/paternity/adoption)
- Life and health insurance
- Birthday cake on your birthday
- Free on‑site gym
- Hybrid working options are available after your first 6 months, contingent based on performance
- Frequent employee engagement events
- Refer a friend bonus scheme
Alongside our excellent benefits package we are committed to investing in your learning and development to support you building a career at Trip.com.
Working hours
The operational office hours are 37.5 hours, Monday through Sunday, with one unpaid hour for lunch with rotational shift patterns ranging from 7am to 11pm.
Location
Our contemporary workspace is based at Lochrin Square in Fountainbridge, Edinburgh.
Salary
We offer a competitive salary of £24,800 per annum plus a £1,000 language allowance if you speak one of our supported languages.
*Please note that we are unable to provide sponsorship. Therefore, to be considered for this position, you must already possess the Right to Work in the UK and reside within a commutable distance from our Edinburgh office*
What you’ll be doing
- Providing exceptional service to our customers, being the first point of contact responding to various travel queries on our English speaking customers when required
- Providing resolutions to our customers via Call and Chat
- Handling customer queries with empathy, patience and compassion
- Attending regular team huddles
- Keeping up-to-date with the latest promotions initiatives and company policies/procedures
- Assisting in ad hoc assigned projects
What you’ll need
- Customer service experience within a contact centre
- Fluent both verbally and written in English
- Proven experience in working towards and achieving Key Performance Indicators (KPIs)
- Must be fluent both written & verbal in English
- 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
Desired but not essential
- Travel & Tourism industry experience
Why Trip.com Group
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 personal growth and career development. Everyone is on a trip, whether it\’s a career trip or a life trip. At Trip.com Group, you can define your own trip by taking the first steps in to your career with us!
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English Speaking Customer Service Advisor - Inbound Travel Team employer: Trip.com
Contact Detail:
Trip.com Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land English Speaking Customer Service Advisor - Inbound Travel Team
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Trip.com Group. Understand their values, services, and recent news. This will help you tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when handling queries during the interview and demonstrate your problem-solving skills.
✨Tip Number 3
Show your passion for travel! Share your own travel experiences and how they’ve shaped your customer service approach. This personal touch can make you stand out as a candidate who truly understands the industry.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a simple gesture that can leave a lasting impression and keep you top of mind for the hiring team.
We think you need these skills to ace English Speaking Customer Service Advisor - Inbound Travel Team
Some tips for your application 🫡
Show Your Passion for Travel: When you're writing your application, let your love for travel shine through! Share any personal experiences or stories that highlight why you’re excited about working in the travel industry. We want to see that enthusiasm!
Tailor Your Application: Make sure to customise your CV and cover letter for this role. Highlight your customer service experience and how it relates to the job description. We appreciate when candidates take the time to connect their skills with what we’re looking for.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon. We value clarity, so make it easy for us to see why you’d be a great fit for our team!
Apply Through Our Website: Don’t forget 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 to do!
How to prepare for a job interview at Trip.com
✨Know Your Stuff
Before the interview, make sure you research Trip.com Group and its services. Familiarise yourself with their platforms like Trip.com, Ctrip, and Skyscanner. This will help you answer questions confidently and show your genuine interest in the company.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences that highlight your customer service skills. Think of situations where you resolved issues or built rapport quickly. This is crucial for a role in the inbound travel team, so be ready to share these stories!
✨Practice Problem Solving
Since the job requires excellent problem-solving skills, consider common travel-related scenarios and how you would handle them. Practising these responses can help you stay calm and logical during the interview, which is key to impressing your interviewers.
✨Be Enthusiastic and Engaged
Your passion for travel and customer service should shine through. Show enthusiasm during the interview by asking insightful questions about the role and the company culture. This not only demonstrates your interest but also helps you gauge if it’s the right fit for you.