Arabic speaking Customer Service Advisor

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 passionate and enthusiastic Arabic speaking Customer Advisor to join our team in our Edinburgh office.

You will be customer-centric, have a passion for travel, have a track record in building rapport quickly and take pride in being able to problem solve. These aspects will come through in all your interactions whilst delivering the best possible customer service through our range of communication channels.

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.

Working hours: Your normal hours of work per week will be 37.5 hours, Monday through Sunday, with one unpaid hour for lunch with the options of rotational shift patterns ranging from 7am to 10pm.

At this time the working hours for our Arabic line are Monday through Friday 7am to 7pm.

Location: Our contemporary workspace is based at Lochrin Square in Fountainbridge, Edinburgh.

Salary: We offer a competitive salary of £24,000 per annum plus a £1000 language allowance.

What you’ll be doing

• Providing exceptional service to our customers, being the first point of contact responding to various travel queries.
• Providing resolutions to our customers via Call, Chat and Email.
• Handling customer queries with empathy, patience and compassion.
• Attending regular team huddles.
• Keeping up-to-date with the latest promotions, initiatives and company policies/procedures.
• Assisting in ad hoc assigned projects.

What you’ll need

• Customer service experience
• Must be fluent in Arabic and English
• Effective communication skills
• Good knowledge of Microsoft Office suite
• Proficient typing abilities
• Ability to remain calm and logical in challenging situations
• Excellent problem solving skills
• Enthusiastic approach with the desire to hit your goals and passionate about continuous development

Desired but not essential

• Previous contact centre experience
• Travel & Tourism industry experience

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!