Global Customer Experience Specialist
5 days ago
We are a leading online travel brand, founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021. Our mission is to deliver the perfect trip at the best price for every traveler.
Salary:$60,000 - $80,000 per annum
Job Description:
As a Global Customer Experience Specialist, you will be responsible for performing tasks that document, process, and close customer complaints and GR issues. You will maintain positive customer relationships while ensuring compliance with company policies.
In this Role, You Will Get To:
• Handle transferred, escalated complaints from advisors and NPS/KCA/Social media cases.
• Close out complaints in a timely manner following our procedure.
• Handle customer complaints regarding company complaint procedures and government guidance.
• Report regular complaint data and support analyzing competitor's service.
• Maintain excellent working knowledge of Confluence system.
• Other duties as assigned.
What You'll Need to Succeed:
• Customer service experience, preferably with complaint handling experience.
• Team player with excellent written and oral communication skills.
• Logical/positive thinking.
• Negotiation and persuasion/consultation skills.
• Ability to multitask effectively.
• Recording of reliability is essential.
• Excellent co-working with related functional teams and vendors/airlines.
Why Join Us?
We offer a stage to unleash your full potential and drive global impact. As an international team, we embrace an open and inclusive culture that supports and respects team members in and out of the workplace. Everyone is on a journey, whether it's a career journey or a life journey. At Trip, you can define your own journey by setting a goal and celebrate your success by recognizing the progress you've made.
Benefits:
• Rapid business growth in global offers abundant career opportunities at various levels and in multiple functions.
• Internal transfer is encouraged, and global job rotation program enables you to pursue a global career path and make global impact.
• We provide learning opportunities to further your career in areas of leadership capability, soft skill, and professional expertise.
• We encourage flexible work arrangement.
• Have fun with company-sponsored greetings and activities at holidays, birthdays, and colorful team events.
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