Customer Service Representative (Greek Speaking)

About Us

Since 2014, Trip.com Group has grown to operate 15 customer support centers globally, offering multi-lingual service across 13 product categories. With over 30,000 employees spread across 30 countries, including sites in the UK, Japan, Korea, and the Philippines, the company delivers 24/7 assistance in 19 languages. Their mission is to enhance every travel experience with the best possible pricing.

Role Overview

As a Customer Service Representative based in Edinburgh, you will act as the voice of Trip.com, addressing traveler inquiries related to hotel and flight bookings through phone, chat, and email communication channels. The position is full-time (37.5 hours per week) at the Edinburgh location (1 Lochrin Square).

Key Responsibilities

• Provide empathetic, professional customer support in both Greek and English via multiple platforms.
• Manage customer concerns with complete ownership until resolution, focusing on travel-related issues.
• Communicate clearly and confidently while handling multiple web chats simultaneously.
• Work collaboratively with team members to meet KPIs and service goals.
• Contribute ideas to enhance customer experience and optimize internal workflows.
• Exemplify Trip.com’s culture in every customer interaction.

Candidate Requirements

• Prior experience in customer service, preferably in a contact center setting.
• Fluency in both written and spoken English and Greek.
• Excellent communication and problem-solving abilities, with the capacity to remain resilient under pressure.
• Proficient multitasking skills, including fast and accurate typing for web chats.
• Ability to achieve and maintain KPIs and targets.
• Highly motivated and adaptable with a strong willingness to learn and progress.
• Comfortable using multiple systems in a fast-paced environment to resolve queries efficiently.
• Experience in travel and tourism is advantageous, but not mandatory.

Perks and Benefits

• Generous annual leave totaling 33 days including bank holidays, plus additional leave for parents/guardians and long service privileges.
• Annual allocation of $600 USD in Trip Coins for travel redemption.
• Monthly performance incentives and a $450 USD referral bonus program.
• Health cashback schemes covering dental, optical, physiotherapy, massage therapies, and more.
• Comprehensive employee assistance, wellbeing programs, and enhanced sick pay.
• Family-friendly policies including maternity, paternity, and adoption support.
• Life insurance providing coverage worth four times the annual salary.
• Hybrid work options depending on performance.
• Complimentary on-site gym access plus discounted memberships to local health clubs.
• Opportunities for ongoing education and career advancement.
• Regular celebrations, team events, and recognition initiatives fostering a positive work culture.

Company Culture

Trip.com prides itself on a diverse and inclusive environment encompassing more than 30 nationalities. The company promotes growth, recognition, and internal advancement opportunities. Many senior leaders began their careers in roles similar to this one, signifying strong internal mobility and development pathways.