Job Description

General information

Name
Customer Care
Location
SC Bank HQ Building, Seoul(KRCC)
Business unit
FU-IBU
Working time
Full-Time
Type
Customer Care

Description & Requirements

About Us 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 Customer Service Centres for Trip.com established in Japan, Korea, the UK, and the Philippines, providing 24/7 customer service in 19 different languages.

We have more than 30,000 employees scattered 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.

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 and respect team members in and out of the workplace. 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 setting a goal and celebrate your success by recognizing the progress you have made. What’s more?

• Our 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 enable 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.

[Job Description]

• This position is responsible for performing tasks that documenting, processing, and closing of customer complaints and GR issue.
• This position is also responsible for maintaining positive customer relationships while maintaining compliance with company policies.

[Major responsibilities of this position]

• Handle transferred, escalated complaints from advisors and NPS / KCA/ Social media case.
• Close out complaints in a timely manner following as Trip.com’s procedure.
• Handle customer complaints regarding company complaint procedures and government guidance.
• Report regular complaint data and Support to analyze competitor's service.
• Maintain excellent working knowledge of Trip.com products and confluence system.
• Other duties as assigned.

[Requirement]

• Customer service experience in Trip.com is preferred; complaint handling experience is also preferred.
• Individual should be a team player with excellent written and oral communication skills.
• Logical/positive thinking
• Negotiation and persuasion/consultation skills
• Ability of multi-task effectively.
• Recording of reliability is essential.
• Excellent co-working with related functional teams and vendors/airlines.

Click the link to learn more about What makes Trip.com Group a leading global travel service provider?

Click the link to learn more about This is a Trip Where Both Your Career and Life Can Flourish!

Find out more job opportunities at https://careers.trip.com

Have a good trip, and see you soon!