Social Media Specialist

Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Trip.com Group is a leading global travel service provider comprising of Trip.com, Ctrip, Skyscanner, and Qunar.

Across its platforms, Trip.com Group integrates travel resources from industry partners and helps travellers worldwide pursue the perfect trip with exceptional travel products and services.

We have four contact centres around the globe based in Japan, Korea, UK, and the Philippines, providing 24/7 customer service in 19 different languages.

We have more than 30,000 employees across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world’s leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.

Who we are looking for

We are looking for a Social Media Specialist, who will be the highest point of escalation for Trip.com’s customers and partners. You will handle customer issues within social media such as Trust Pilot and local platform. You will also be working with PR or legal teams to continuously improve the customer experience. You will be responsible for providing world-class service to improve elite customer retention and regain their confidence in Trip.com.

The ideal candidate should possess strong product knowledge and communication skills. You need to have a sense of urgency and situational management with self-empowerment. You need to manage difficult and complex situations that need strong guidance and resolution.

What you will get in return

Joining the team in Edinburgh, you will be warmly welcomed to an engaging and supportive working environment which includes:

• 32 days annual leave
• Workplace health cash plan including claiming back for dental, optical and physiotherapy and much more
• Employee well-being program, Employee Assistance Program and enhanced sick pay
• Monthly performance based bonuses
• Extensive learning opportunities and resources to further your career
• Annual travel points which can be redeemed at Trip.com towards your next adventure
• Enhanced family policies (maternity/paternity/adoption)
• Life and health insurance
• Discounted parking pass at Fountain Park
• Birthday cake on your birthday
• Free on-site gym
• Hybrid working
• Frequent employee engagement events
• Refer a friend bonus scheme
• Alongside our excellent benefits package we are committed to investing in your learning and development to support you building a career at Trip.com.

What you'll be doing

• Resolve escalated customer concerns and complaints by creating positive experience through Trust Pilot and local social media
• Utilise strong communication skills to connect with customers, organisation or authorities and negotiate when necessary via social media
• Consistently follow-up with customers until their concerns are fully resolved
• Deep dive cases involving product or service defect and identify potential brand risk
• Cooperate with a broad group of internal stakeholders globally to improve Trip.com’s products and services.
• Assist with any ad hoc projects.

What you'll need

• Fluent in both English & German or Arabic
• Previous experience in complaints handling/ escalation role, OTA experience preferred
• Strong product knowledge, excellent communication and interpersonal problem resolution skills
• Good knowledge of Microsoft Office applications, such as Word, Excel, PowerPoint and sound general computer skills
• Sound troubleshooting and problem-solving skills with a strong desire to achieve positive outcomes
• A sense of urgency and situational management with self-empowerment
• Able to work under tight deadlines and pressure, both independently and with others

Why Trip.com Group

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 personal growth and career development. Everyone is on a trip, whether it's a career trip or a life trip. At Trip.com Group, you can define your own trip by taking the first steps in to your career with us!