About Us Since 2014, Trip.com 's Customer Support Centre has expanded to include 15 global customer support centres worldwide. By collaborating across all our global sites, we are able to provide customer support in more than 20 languages and across 13 product lines, catering to the diverse needs of travellers around the world. With over 30,000 employees in 30 countries, and Customer Service Centres in Japan, Korea, the UK, and the Philippines, we provide 24/7 support in 19 languages. Our mission is simple: to make every journey the best it can be, at the best possible price. Core Role Info - READ BEFORE YOU APPLY Location: 1 Lochrin Square, Edinburgh. This is NOT a remote role so you should be within commutable distance to the office. Salary: £26,800 Hours: Full time, 37.5 hours a week. Hybrid: Our hybrid model is 3 days in office, 2 days from home. Language: This role requires spoken and written fluency in English and Portuguese RTW: You will need the right to work in the UK without sponsorship (now or in the future) as we are unable to offer sponsorship at this time. What You'll Do: * Deliver outstanding customer service with empathy and professionalism via phone, chat, and email, across Portuguese and English lines. * Take ownership of customer concerns, resolving travel-related issues end-to-end. * Communicate clearly and confidently across multiple channels. * Collaborate within a supportive team to achieve KPIs and service targets. * Share ideas to improve customer experience and internal processes. * Represent and represent the Trip.com culture in every interaction. What You'll Bring: * Previous customer service experience, ideally in a contact centre environment. * Fluent in English and Portuguese (written and verbal). * Strong communication and problem-solving skills, with resilience under pressure. * Ability to handle multiple web chats with fast, accurate typing. * Confident working towards and achieving KPIs / Targets. * Motivated, adaptable, with eagerness to learn and grow. * Comfortable navigating systems and CRM tools to resolve queries efficiently in a fast-paced environment. * Travel & Tourism industry experience - desirable but not essential Why You'll Love Working Here: * 33 days annual leave (including bank holidays) * 3 extra days for parents/guardians, plus long service leave after 10+ years * $600 USD in Trip Coins annually to spend on your next adventure * Monthly bonuses & $450 USD refer-a-friend scheme * Health cash back plan for dental, optical, physiotherapy, massages & more * Employee Assistance Program, wellbeing support & enhanced sick pay * Enhanced family policies (maternity, paternity & adoption) * Life insurance worth 4x your annual salary * Hybrid working options (based on performance) * Free on-site gym or discounted memberships at Nuffield Health & PureGym * Continuous learning & genuine career development opportunities * Birthday & service anniversary celebrations with gift cards and cake * Regular team events, social activities, and recognition programmes. * Fun team days with seasonal and cultural celebrations, work anniversaries, games, prizes, awards, free lunches and sweet treats! Culture At Trip.com, our culture is all about people, we're a truly global and multicultural workforce with team members from over 30 countries. We strive to foster a workplace where everyone feels valued, supported, and inspired to grow. We enable you to unleash your full potential and make impact. With a real commitment to internal progression and promotion, your Trip.com journey could take you anywhere, many of our senior leaders started with us in this very role! Find out more job opportunities our our official Trip.Com Careers Page! Have a good trip, and see you soon