General information
Name French speaking Outbound Advisor Location ONE Lochrin Square, Edinburgh Business unit FU-IBU Working time Full-Time Type Customer ServiceDescription & Requirements
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 seeking a dedicated member for our Flights Outbound Team, who will play a crucial role in bridging communication between flight suppliers and customers. You will assist with complex booking issues, such as flight changes and additional requests, using your native language to ensure clear and effective communication. Your efforts will be vital in enhancing customer satisfaction and ensuring seamless travel experiences.
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 will 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
- 3 additional days leave 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
- 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
What you’ll be doing
- Serve clients in our energetic contact centre on different Trip.com Flight products and answer questions on their bookings;
- Solve problems for clients via Call and Email;
- Handle customer problems with empathy and patience in a goal-driven environment;
- Establishing and maintaining relationships with various stakeholders, including colleagues from local and international offices, vendors, and airlines;
- Work as part of a high-performing team, supporting and helping colleagues when required;
- Attend regular team huddles;
- Keep up-to-date with latest promotions and initiatives;
- Read, understand and follow the Company Policies and Procedures;
- Assist in ad hoc assigned projects.
- Fluent in verbal & written in both English and French
- Previous experience in FLT/HTL inbound
- 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
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 [email protected].
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
Have a good trip, and see you soon!
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