Customer Success

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 a Customer Success Specialist, who will be the highest point of escalation for Trip.com’s customers and partners. You will be responsible for providing world-class service to improve customer retention and regain their confidence in Trip.com. You will handle customer issues from various aspects of our business and will work with the Customer Success Manager to continuously improve the customer experience 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 team?

In this Role, you’ll get to

• Handle complaints, and various customer escalations, utilizing internal systems and product knowledge to achieve optimal customer resolution times • Serve as a focal point to receive urgent escalations prioritizing excellent customer communication with empathy and professionalism • Ensure all complaint cases and escalation tasks are diligently and promptly followed up, maintaining timely communication with customers for each case • Ability to effectively deep-dive and investigate the root cause of customer complaints, providing the right solution and responsible party determination • Maintain effective communication and relationships between internal departments • Accurately document interactions, maintain data accuracy in the relevant contact management system and understand various processes and procedures that interface with the service centre • Provide feedback and improvement ideas promptly to the Technical Team • 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

• Preferably 1 to 2 years of experience handling high-level complaints, escalations, disputes, resolutions, and detailed investigations with root cause analysis skills • Effective communication skills, both written and verbal, in English and/or Malay • Demonstrate patience in all interactions with customers, affiliates, partners, and internal departments, maintaining a pleasant and professional tone • Ability to manage multiple tasks simultaneously and maximize productivity with effective time management skills • Dependable with strong attention to detail • Skilled in multitasking and adaptable to changes quickly • Ability to work both independently and as part of a team • Courteous with a strong customer service orientation • Proficient in computer navigation and PC knowledge • Able to work on a rotating shift, during weekends, public holidays, and festive seasons.

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 respect 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 celebrate your success by recognizing the progress you have made What’s more?

* 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.

Find out more job opportunities at https://careers.trip.com

Have a good trip, and see you soon!