Customer Service Representative

About Us Since 2014, Trip.com '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. The Role As a Customer Service Advisor, you'll be the voice of Trip.com - helping travellers with everything from hotel bookings to flight queries while delivering exceptional service across phone, chat, and email. Location: 1 Lochrin Square, Edinburgh Hours: Full-time, 37.5 hours per week What You'll Do:

• Deliver outstanding customer service with empathy and professionalism via phone, chat, and email, across Polish 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 the Trip.com culture in every interaction.

What You'll Bring

• Previous customer service experience, ideally in a contact centre environment.
• Fluent in English and Polish (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 multiple systems to resolve queries efficiently in a fast-paced environment.
• Travel & Tourism industry experience – desirable but not essential Why You'll Love Working Here
• 33 days annual leave (including bank holidays)
• Hybrid working – 3 days in the office, 2 days from home (subject to training and performance)
• 6% employer pension contribution via our company scheme
• Monthly performance bonus
• $600 USD in annual Trip Coins, plus up to 8% off hotel bookings worldwide and a birthday Trip Coins gift
• Health Cash Plan covering dental, optical, physiotherapy, massages and more
• Free on-site gym or discounted memberships with Nuffield Health and PureGym
• Enhanced family leave, enhanced sick pay and an Employee Assistance Programme
• $450 USD employee referral bonus
• Continuous learning and genuine career progression, plus 4 days paid leave for work-related exams
• Regular team socials, free lunches, celebrations and recognition events
• Additional leave for parents/guardians and long service leave  Culture At Trip.com, our culture is all about people, we're 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 promotion, your Trip.com journey could take you anywhere, many of our senior leaders started with us in this very role! Find out more job opportunities at https://careers.trip.com Have a good trip, and see you soon!