Job DescriptionWho we are Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, , Ctrip, Skyscanner, and Qunar.
Across its platforms, 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 worlds 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 Spanish speaking Customer Success 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 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 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 Spanish line are;Monday through Friday 8am to 8.30pm.One late finish of 10pm once every 3-4 months and occasional weekend cover between 8am to 6.30pm.
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 youll be doing Resolving customer complaints and creating a positive experienceProviding assistance between flight suppliers and customer on their bookings ( flight changes/ additional request) 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 youll need Minimum 1 year experience in complaint handling or customer serviceNegotiation & objection handling skillsMust be fluent in Spanish and English Effective communication skills Good knowledge of Microsoft Office suite Proficient typing abilities Ability to remain calm and logical in challenging situationsExcellent 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 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 , you can define your own trip by taking the first steps in to your career with us!
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