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Customer Service Advisor (Hotels) Group Edinburgh Full-time

About us Group Limited (Nasdaq: TCOM) is a leading one-stop travel service provider consisting of, Ctrip, Skyscanner, and Qunar. Across its platforms, 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, Group has become one of the largest travel companies in the world in terms of gross merchandise value.

Role Overview

We are seeking high-performing, passionate and enthusiastic Customer Service Advisors 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 great and creative working environment, a good benefits package and an intensive training programme to help your journey here at 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 Flight products and answer questions on their bookings;
* Solve 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

* 1+ year of call centre work experience;
* World class customer service skills and experience;
* Strong communication skills, must be fluent or proficient in English both written and spoken
* 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.

* Bilingual (German/ French/ Dutch/ Spanish/ Portuguese/ Italian/ Russian)
* Ability to touch-type;
* Flexible approach to working;
* Passionate about travel!
* Previous experience within Travel or Hospitality

What we offer
* 32 days holiday (including 8 bank holidays)
* Life assurance to give you peace of mind
* Annual travel benefit for activities booked through
* An Employee referral program that rewards you for inviting friends to come to work with us
* Employee well-being program: discounted gym memberships, health cash plan, enhanced sick pay, and an Employee Assistance Program
* Extensive learning opportunities and resources to further your career
* Enhanced family friendly policies to support your family whatever the circumstances
* embraces a flexible way of working including hybrid
* Team building activities to encourage a sense of fun and belonging
* We celebrate a diversity and our cultural wealth by raising awareness and hosting events on-site

This role is based in our Edinburgh office full time until training and probation are completed. Hybrid working may be available after this time.

Please note candidates must have the right to work in the UK, and able to commute to Edinburgh.

The Information We Collect

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Please see more details in’s Recruitment Privacy Statement by clicking the link: Your application to any of our job postings will be deemed that you have read and consented to the above Recruitment Privacy Statement

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