Customer Service Representative - Portuguese Language

About Trip.com Group

Founded in 2014, Trip.com Group has developed a global customer support network encompassing 15 centers worldwide. This collaborative structure enables service in over 20 languages and across 13 product lines, catering to diverse traveler needs. With a workforce exceeding 30,000 employees in 30 countries and customer service facilities located in Japan, Korea, the UK, and the Philippines, Trip.com offers 24/7 assistance in 19 languages. The company's mission is to ensure every journey is exceptional and affordable.

Role Overview

As a Customer Service Advisor, you will serve as the voice of Trip.com, assisting travelers with inquiries ranging from hotel bookings to flight information. You will deliver exceptional service via phone, chat, and email, supporting both Portuguese and English-speaking customers. This role is based on-site at 1 Lochrin Square, Edinburgh, with a standard full-time schedule of 37.5 hours per week.

Key Responsibilities

• Provide empathetic and professional customer service through phone, chat, and email channels in both Portuguese and English.
• Take full ownership of travel-related customer issues and work towards complete resolution.
• Communicate effectively across multiple platforms with clarity and confidence.
• Collaborate with colleagues to meet key performance indicators and service objectives.
• Contribute ideas to enhance customer satisfaction and improve internal processes.
• Embody and promote the Trip.com culture in all customer interactions.

Qualifications and Skills

• Experience in customer service, preferably in a contact center environment.
• Fluency in both written and spoken Portuguese and English.
• Strong communication skills combined with problem-solving ability and resilience under pressure.
• Proficiency in managing multiple web chats simultaneously with fast and accurate typing skills.
• Confidence in achieving and working towards KPIs and targets independently.
• Motivation, adaptability, and a strong willingness to learn and grow within the role.
• Competence in navigating several systems to efficiently resolve customer queries in a dynamic setting.
• Experience in the travel and tourism sector is advantageous but not mandatory.

Benefits and Perks

• 33 days of paid annual leave including bank holidays.
• Additional 3 days leave for parents or guardians, plus long service leave after 10 years.
• Annual allocation of $600 USD in Trip Coins for travel-related spending.
• Monthly performance incentives and a $450 USD referral bonus scheme.
• Health cashback program covering dental, optical, physiotherapy, massage services, and more.
• Employee assistance program, wellbeing support, and enhanced sick pay provisions.
• Expanded family leave policies including maternity, paternity, and adoption leave.
• Life insurance coverage amounting to four times the annual salary.
• Hybrid working options available subject to performance.
• On-site gym facilities and discounted memberships at partner gyms.
• Opportunities for continuous learning and clear paths for genuine career advancement.
• Celebrations for birthdays and service milestones with gifts and cake.
• Regular team building events, social gatherings, and recognition programs.
• Engaging team days featuring cultural celebrations, games, prizes, awards, free meals, and treats.

Culture

Trip.com fosters a people-centric, multicultural environment with employees representing over 30 countries. The company is dedicated to creating a supportive and inspiring workplace where everyone can thrive and reach their potential. There is a strong commitment to internal career progression, with many senior leaders having started in this role.