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Customer Advisor

2 months ago

Malaysia Trip.com Full time

Full Time Kuala Lumpur International Business Other Job ID:4736

Update 2024-09-09

Job Description

About Us

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 Customer Service Centres for Trip.com established in Japan, Korea, the UK, and the Philippines, providing 24/7 customer service in 19 different languages.

We have more than 30,000 employees scattered 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.

Introduction

We are looking for Customer Advisors, who will be supporting Trip.com’s customers for products from hotel reservations to flight tickets to everything about travel. As the voice of Trip.com, you will use your interpersonal skills and passion to let travellers trust us to take care of their trip.

This position comes with competitive pay, comprehensive benefits, and various opportunities to support your development. Do you have what it takes to become a part of our dynamic and fast-growing team?

In this Role, you’ll get to:

  1. Resolve customer inquiries and various internal tasks based on customer requests, and according to each task’s resolution times.
  2. Conduct outbound contact with customers via calls, emails, and chat interactions, providing quality service that exceeds customer expectations, coupled with accurate and timely follow-ups.
  3. Listen attentively to customer needs and concerns, demonstrating empathy and ownership while building good rapport with customers.
  4. Maintain effective communication and relationships between internal departments during investigations, clarifications, and follow-ups.
  5. Accurately document interactions, maintain data accuracy in the relevant contact management system and understand various processes and procedures that interface with the service centre.
  6. Provide feedback and improvement ideas promptly to the Technical Team.
  7. Perform any other ad-hoc tasks, projects, or duties as assigned by the direct supervisor or by the department or organization.

What you'll Need to Succeed:

  • Multilingual preferred with mandatory fluency in English.
  • Have a passion for helping and supporting others. You gain a sense of fulfilment from saving someone’s day.
  • Able to work in shifts (morning, day, afternoon, and night), as well as during weekends and public holidays.
  • Good computer skills and knowledge of Microsoft Office (Word, Excel, PowerPoint etc.).
  • Positive and forward-thinking attitude, with a diligent and result-orientated approach to work.
  • Stress tolerance and able to work under pressured environment.
  • Analytical and Critical Thinking with a drive towards customer success.
  • Ability to manage multiple tasks simultaneously and maximize productivity with good time management skills.

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 and respects team members in and out of the workplace. 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 setting a goal and celebrating your success by recognizing the progress you have made.

  • Our rapid business growth in global offers abundant career opportunities at various levels and in multiple functions.
  • Internal transfer is encouraged, and global job rotation program enable you to pursue a global career path and make global impact.
  • We provide learning opportunities to further your career in areas of leadership capability, soft skill and professional expertise.
  • We encourage flexible work arrangement.
  • Have fun with company-sponsored greetings and activities at holidays, birthdays, and colorful team events.

Click the link to learn more about What makes Trip.com Group a leading global travel service provider? Find out more job opportunities at .

Have a good trip, and see you soon

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