Customer Service Representative (Polish Speaking)

About Us

Since 2014, Trip.com has expanded its Customer Support Centres globally to 15 locations, offering customer assistance in more than 20 languages across 13 product lines to support the diverse travel needs worldwide. With a workforce exceeding 30,000 employees across 30 countries including centres in Japan, Korea, the UK, and the Philippines, Trip.com provides continuous 24/7 support in 19 languages. Their mission is to enhance every journey, providing the best experience at the best price.

Role Overview

As a Customer Service Advisor based in Edinburgh, you will be the representative voice of Trip.com, assisting travelers with hotel bookings, flight inquiries, and more. You will deliver exceptional service through phone, chat, and email, primarily handling Polish and English speaking customers.

Key Responsibilities

• Deliver high-quality customer service empathetically and professionally using phone, chat, and email across Polish and English communication channels.
• Take full ownership of travel-related customer issues, ensuring end-to-end resolution.
• Communicate effectively and confidently across multiple platforms.
• Collaborate with team members to meet key performance indicators and service goals.
• Proactively contribute suggestions to improve the customer experience and internal workflows.
• Exemplify the Trip.com culture in all customer interactions.

Candidate Requirements

• Previous experience in customer service, preferably in a contact centre environment.
• Fluency in Polish and English, both spoken and written.
• Strong communication and problem-solving abilities with the resilience to perform under pressure.
• Capability to simultaneously manage multiple web chats, maintaining fast and accurate typing skills.
• Confidence in meeting and striving for KPIs and targets.
• Highly motivated, adaptable, eager for learning and professional growth.
• Familiarity with navigating multiple systems to efficiently resolve queries in a dynamic setting.
• Experience in the travel and tourism sector is advantageous but not mandatory.

Benefits and Perks

• 33 days of annual leave including bank holidays.
• Hybrid working schedule offering three days in-office and two days remote, subject to training and performance.
• 6% employer pension contribution through company scheme.
• Monthly performance-based bonus.
• Annual $600 USD in Trip Coins along with up to 8% discount on global hotel bookings and a birthday Trip Coins gift.
• Health Cash Plan covering dental, optical, physiotherapy, massages, and more.
• Access to onsite gym facilities or discounted memberships with Nuffield Health and PureGym.
• Enhanced family leave and sick pay policies along with an Employee Assistance Programme.
• $450 USD bonus for employee referrals.
• Opportunities for continuous learning, career advancement, and four paid leave days for work-related exams.
• Regular team social events, free lunches, celebrations, and employee recognition programs.
• Additional leave entitlements for parents/guardians and long service leave.

Workplace Culture

Trip.com values a diverse and inclusive global workforce representing over 30 nations. The company nurtures an environment where employees feel appreciated, supported, and empowered to grow professionally and personally. Emphasis is placed on internal promotions; many senior leaders began in similar customer support roles.