Regular Edinburgh International Business Other Job ID:5874
Update 2025-07-03
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
We are looking for a Senior Customer Success Specialist, who will be the highest point of escalation for Trip.com’s customers and partners. You will handle complex customer issues where a solution has not yet been reached with our Customer Success team. You will also be working with PR or legal teams to continuously improve the customer experience. You will be responsible for providing world-class service to improve elite customer retention and regain their confidence in Trip.com.
The ideal candidate should possess strong product knowledge and communication skills. You need to have a sense of urgency and situational management with self-empowerment. You need to manage difficult and complex situations that need strong guidance and resolution. You must have a deep knowledge of Trip.com policy's and procedures and very strong stakeholder management.
What you’ll be doing
* Resolve escalated customer concerns and complaints, Consulting with the Legal and Social media teams when required
* Utilise strong communication skills to connect with customers, organisation or authorities and negotiate when necessary via social media
* Consistently follow-up with customers until their concerns are fully resolved
* Deep dive cases involving product or service defect and identify potential brand risk
* Cooperate with a broad group of internal stakeholders globally to improve Trip.com’s products and services.
* Raise improvement requests with IT departments with detailed reports.
* Assist with any ad hoc projects.
What you’ll need
* Previous experience in complaints handling/ escalation role is essential, OTA experience preferred
* Strong product knowledge, excellent communication and interpersonal problem resolution skills
* Good knowledge of Microsoft Office applications, such as Word, Excel, PowerPoint and sound general computer skills
* Sound troubleshooting and problem-solving skills with a strong desire to achieve positive outcomes
* A sense of urgency and situational management with self-empowerment
* Able to work under tight deadlines and pressure, both independently and with others
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!
Be Aware of Recruitment Fraud
Please be vigilant as we have noticed fraudulent entities posing as Trip.com Group or our associates, contacting applicants with fake job offers. Remember, official communications will always come from our verified email addresses, and we never conduct interviews solely via text or instant messaging apps. We do not charge any fees throughout the hiring process. If you receive any dubious communications, report them immediately to careers@trip.com.
Click the link to learn more about What makes Trip.com Group a leading global travel service provider? https://www.youtube.com/watch?v=w4D31J3atps
Find out more job opportunities at https://careers.trip.com
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