WHO WE ARE

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 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 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.

WHO WE ARE LOOKING FOR

As a Senior Customer Success Agent within our Customer Success Team, you will handle high-risk and legally sensitive complaints. This pivotal role involves collaborating with customers to coordinate and resolve critical issues, while ensuring timely and accurate updates on any escalations. Additionally, you will provide guidance and support to the Customer Service team as needed, working closely with Team Leaders and the Social Media team.

• Resolve escalated customer complaints and legal based complaints by creating positive experiences
• Enhance customer relationships and elevate Trip.com’s reputation by proactively engaging with customers who have left negative reviews, offering insights and implementing improvements
• Strong Objection handling and customer negation skills
• Following-up with customers until their concerns are fully resolved
• Develop and maintain a prioritised issue list and action plan to drive resolution to critical issues
• Identify operational issues and cooperate with other teams/ departments to improve Trip.com’s products and services
• Enhancing the Trip.com brand through social media and reputation platforms (Facebook, X, TrustPilot etc.)
• Proactively and independently work to meet related targets & KPI’s
• Support the Customer Success Manager and Team Leader with various ad hoc pro-jects and tasks as needed