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 Social Media Specialist, who will be the highest point of escalation for Trip.com’s customers and partners. You will handle customer issues within social media such as Trust Pilot and local platform. 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.

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:

32 days annual leave
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
Monthly 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
Discounted parking pass at Fountain Park
Birthday cake on your birthday
Free on-site gym
Hybrid working
Frequent employee engagement events
Refer a friend bonus scheme

Alongside our excellent benefits package we are committed to investing in your learning and development to support you building a career at Trip.com.

What you'll be doing

Resolve escalated customer concerns and complaints by creating positive experience through Trust Pilot and local social media
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.
Assist with any ad hoc projects.

What you'll need

Fluent in verbal & written English
Previous experience in complaints handling/ escalation role, 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

Have a good trip, and see you soon!

Trip.com Group

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