Company: Trip.com
Location: Edinburgh
Job Description:
Overview
As a Customer Service in Edinburgh, you will support travellers across Arabic and English via phone, chat, and email, handling hotel and flight inquiries with care. You will resolve issues end-to-end, aiming to meet KPIs while upholding Trip.com’s service standards. You’ll work within a cross-functional team to enhance the customer experience and share ideas for process improvements. This role combines empathy, multilingual communication, and a fast-paced, multi-channel environment to drive customer satisfaction.
Pay / Benefits
- 33 days annual leave including bank holidays
- 3 extra days for parents/guardians
- Trip Coins annual allowance
- monthly performance bonuses
- health cash back plan
- enhanced family policies
Responsibilities
- Provide outstanding multichannel customer support (phone, chat, email) in Arabic and English
- Own and resolve travel-related issues end-to-end
- Communicate clearly across channels and collaborate with the team to meet KPIs
- Contribute ideas to improve customer experience and internal processes
- Represent Trip.com culture in every interaction
Key requirements
- Previous customer service experience, ideally in a contact centre
- Fluent in English and Arabic (written and verbal)
- Strong communication and problem-solving skills with resilience under pressure
- Ability to multitask across multiple web chats with fast, accurate typing
- Comfortable working toward and achieving KPIs/targets
- Motivated, adaptable, with eagerness to learn and grow
- Experience navigating multiple systems in a fast-paced environment
- Travel & Tourism industry experience – desirable but not essential
- empathy
- effective communication
- stress resilience
- multichannel communication
- typing speed and accuracy
- CRM/system navigation
…
Posted: October 22nd, 2026