Job description
Job Title: Team Leader – Portuguese Speaker
Location: Edinburgh
About trip.com
Trip.com Group Limited (Nasdaq: TCOM) 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. Founded in 1999 and listed on Nasdaq in 2003, Trip.com Group has become one of the largest travel companies in the world in terms of gross merchandise value.
Purpose of the role
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.
Key Responsibilities
- Serve clients in our energetic contact centre on different Trip.com Flights products and answer questions on their bookings
- Lead your team in resolving client queries and problems for clients via Call, Chat and Email
- Handle customer problems with empathy and patience in a goal-driven environment
- 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.
Experience and Skills
Essential
- Experience working in call centre
- At least 2 years of supervisory experience (preferably in call centre)
- World class customer service skills and experience
- Strong communication skills, must be fluent or proficient in Polish and English both verbal and written
- knowledge of Microsoft Office applications, such as Word, Excel, PowerPoint, and sound general computer skills
- troubleshooting and problem-solving skills with a strong desire to achieve positive outcomes
- to listen and build rapport quickly
- Enthusiastic yet conscientious and diligent approach to work
- Completer-finisher with a good attention to detail.
Desired
- 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
Why Trip.com?
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.
Our opportunities are unlimited, and so is your growth
Job Types: Full-time, Permanent
Salary: £25,000.00-£29,000.00 per year
Schedule:
- 8 hour shift
Ability to commute/relocate:
- Edinburgh, EH3 9QA: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer Service: 2 years (required)
Language:
- Portuguese (required)
Work authorisation:
- United Kingdom (required)
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