Job description

Team Leader – Italian Speaker

Location: Edinburgh

The Company

Trip.com Group is a leading one-stop travel service provider consisting of Trip.com, Ctrip, Skyscanner, and Qunar. Across its platforms, Trip.com Group enables local partners and travellers around the world to make informed and cost-effective bookings for travel products and services, through aggregation of comprehensive travel-related information and resources, and an advanced transaction platform consisting of mobile apps, Internet websites, and 24/7 customer service centres.

Role Overview

• We are seeking high-performing, passionate and enthusiastic Customer Service Team Leaders to join us on our journey of growth and expansion into the European market.
• You will be passionate about travel; you build rapport quickly and you have a customer-centric view of the world. These aspects will come through in all your interactions whilst delivering the best possible customer service, whether on the phone, by email or by chat.
• In return we offer you a friendly and creative working environment, a good benefits package and an intensive training programme to help your journey here at Trip.com reach new heights.
• The standard working pattern will be 37.5 hours per week. You will work shifts on a rotation basis including weekends and public holidays.

Core Responsibilities

• Serve clients in our energetic contact centre on different Trip.com Hotel products and answer questions on their bookings
• Lead your team in resolving queries and problems for clients via Call, Chat and Email
• Handle customer problems with empathy and patience in a goal-driven environment
• 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.

Key Qualifications and Experience

Essential:

• Experience working as call centre advisors
• Any supervisory experience, preferably within call centre
• World class customer service skills and experience
• Strong communication skills, must be fluent or proficient in English and Italian, both verbal and written
• Good knowledge of Microsoft Office applications, such as Word, Excel, PowerPoint, and sound general computer skills
• Proficient typing abilities.
• Sound troubleshooting and problem-solving skills with a strong desire to achieve positive outcomes
• Ability to listen and build rapport quickly
• Enthusiastic yet conscientious and diligent approach to work
• Completer-finisher with a good attention to detail.

Desirable:

• Ability to touch-type.
• Flexible approach to working.
• Passionate about travel!
• Previous experience within Travel or Hospitality

What we offer

• 32 days holiday
• Life assurance
• Health cash plan
• Annual travel bonus
• Gym discount near the site in Edinburgh

* Note: some benefits are only available on the completion of the probationary period.

Please note candidates must have the right to work in the UK.

Why Trip.com Group

We are an inclusive team of multi-lingual, goal-driven, friendly, and supportive colleagues who will help you gain valuable experience in a dynamic business setting.

Our teams are passionate about making every trip the perfect trip for over 400 million customers around the globe. You will be part of a journey of globalization and have a world-class stage to unleash your talent

The Information We Collect

We may collect personal information that you choose to submit to us through the Website or otherwise provide to us. This may include your contact details, information provided in online questionnaires, feedback forms, or applications for employment; and information you provide such as CV/Resume. Your details will be provided to entity/department you are applying for a job with. We will use your information for legitimate business purposes such as responding to comments or queries or answering questions; processing applications for employment, etc.

Please see more details in Trip.com’s Recruitment Privacy Statement by clicking the link: https://careers.trip.com/index.html#/policy. Your application to any of our job postings will be deemed that you have read and consented to the above Recruitment Privacy Statement

Job Types: Permanent, Full-time

Salary: From £26,000.00 per year

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Edinburgh, EH3 9QG: reliably commute or plan to relocate before starting work (required)

Experience:

• Customer Service: 3 years (preferred)

Language:

• Italian (required)
• English (required)

Work authorisation:

• United Kingdom (required)

Work Location: One location

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