Customer Advisor_FR_DS_IB

JobsCloseBy Editorial Insights

Trip.com is seeking a French speaking Customer Service Advisor for their Edinburgh on-site centre, a full-time 37.5-hour role delivering support across phone, chat and email in French and English. You will own customer concerns, resolve travel issues end to end, and collaborate with a supportive team to hit KPIs. The ideal candidate has prior contact centre experience, fluent English and French, strong communication and problem solving, resilience under pressure, and comfort using CRM tools and handling multiple web chats. In return you’ll enjoy a generous benefits package including 33 days leave, travel credits, bonuses and wellbeing support. To apply, tailor your CV to showcase multi-channel support, KPI achievement, travel industry exposure, on-site availability, language proficiency, and concrete examples of empathy and effective problem solving; highlight adaptability and eagerness to learn.

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General information

Name Customer Service Advisor (French Speaking) Location ONE Lochrin Square, Edinburgh Business unit FU-IBU Working time Full-Time Type Customer Service

Description & Requirements

About UsSince 2014, Trip.com 's Customer Support Centre has expanded to include 15 global customer support centres worldwide. By collaborating across all our global sites, we are able to provide customer support in more than 20 languages and across 13 product lines, catering to the diverse needs of travellers around the world.
With over 30,000 employees in 30 countries, and Customer Service Centres in Japan, Korea, the UK, and the Philippines, we provide 24/7 support in 19 languages. Our mission is simple: to make every journey the best it can be, at the best possible price.
The RoleAs a Customer Service Advisor, you’ll be the voice of Trip.com - helping travellers with everything from hotel bookings to flight queries while delivering exceptional service across phone, chat, and email.
Location: 1 Lochrin Square, Edinburgh (On-site)
Hours: Full time, 37.5 hours a week.
What You’ll Do:

• Deliver outstanding customer service with empathy and professionalism via phone, chat, and email, across French and English lines.
• Take ownership of customer concerns, resolving travel-related issues end-to-end.
• Communicate clearly and confidently across multiple channels.
• Collaborate within a supportive team to achieve KPIs and service targets.
• Share ideas to improve customer experience and internal processes.
• Represent and represent the Trip.com culture in every interaction.

What You’ll Bring

• Previous customer service experience, ideally in a contact centre environment.
• Fluent in English and French (written and verbal).
• Strong communication and problem-solving skills, with resilience under pressure.
• Ability to handle multiple web chats with fast, accurate typing.
• Confident working towards and achieving KPIs / Targets.
• Motivated, adaptable, with eagerness to learn and grow.
• Comfortable navigating systems and CRM tools to resolve queries efficiently in a fast-paced environment.
• Travel & Tourism industry experience – desirable but not essential

Why You’ll Love Working Here

• 33 days annual leave (including bank holidays)
• 3 extra days for parents/guardians, plus long service leave after 10+ years
• $600 USD in Trip Coins annually to spend on your next adventure
• Monthly bonuses & $450 USD refer-a-friend scheme
• Health cash back plan for dental, optical, physiotherapy, massages & more
• Employee Assistance Program, wellbeing support & enhanced sick pay
• Enhanced family policies (maternity, paternity & adoption)
• Life insurance worth 4x your annual salary
• Hybrid working options (based on performance)
• Free on-site gym or discounted memberships at Nuffield Health & PureGym
• Continuous learning & genuine career development opportunities
• Birthday & service anniversary celebrations with gift cards and cake
• Regular team events, social activities, and recognition programmes.
• Fun team days with seasonal and cultural celebrations, work anniversaries, games, prizes, awards, free lunches and sweet treats!

CultureAt Trip.com, our culture is all about people, we're a truly global and multicultural workforce with team members from over 30 countries. We strive to foster a workplace where everyone feels valued, supported, and inspired to grow. We enable you to unleash your full potential and make impact. With a real commitment to internal progression and promotion, your Trip.com journey could take you anywhere, many of our senior leaders started with us in this very role!
Find out more job opportunities at https://careers.trip.com
Have a good trip, and see you soon!