The Role
As a Customer Service Advisor, youll be the voice of : helping travellers with everything from hotel bookings to flight queries while delivering exceptional service across phone, chat, and email.
About Us
Since 2014, 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.
Our continued hiring reflects significant business growth and investment in our people. As we expand our in:house team, were creating more opportunities than ever at our Edinburgh Call Centre. Its an exciting time to join us and grow your career.
Core Role Info : READ BEFORE YOU APPLY
Location: 1 Lochrin Square, Edinburgh. This is NOT a remote role so you should be within commutable distance to the office.
Salary: 26,800
Hours: Full time, 37.5 hours a week.
Hybrid : Our hybrid model is 3 days in office, 2 days from home.
Language: This role requires spoken and written fluency in English and Dutch .
RTW: You will need the right to work in the UK without sponsorship (now or in the future) as we are unable to offer sponsorship at this time.
What Youll Do:
Deliver outstanding customer service with empathy and professionalism via phone, chat, and email, across Dutch 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 and represent the culture in every interaction.
What Youll Bring:
Previous customer service experience, ideally in a contact centre environment.
Fluent in English and Dutch (written and verbal).
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 systems and CRM tools to resolve queries efficiently in a fast:paced environment.
Travel and Tourism industry experience : desirable but not essential
Why Youll 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 bonuses and 450 USD refer:a:friend scheme
Health cash back plan for dental, optical, physiotherapy, massages and more
Employee Assistance Program, wellbeing support and enhanced sick pay
Enhanced family policies (maternity, paternity and adoption)
Life insurance worth 4x your annual salary
Hybrid working options (based on performance)
Free on:site gym or discounted memberships at Nuffield Health and PureGym
Continuous learning and genuine career development opportunities
Birthday and 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 our culture is all about people, were 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 pro