Bilingual Customer Advisor – French & English (Edinburgh)

About the role

Join Trip.com’s Customer Support Centre in Edinburgh as a Bilingual Customer Advisor. You will assist travellers with hotel bookings, flight queries and other travel‑related issues, delivering a seamless experience across phone, chat and email.

Key responsibilities

• Provide empathetic, professional service in both French and English via phone, chat and email.
• Own customer concerns from start to resolution, handling travel‑related problems end‑to‑end.
• Communicate clearly across multiple channels while meeting KPIs and service targets.
• Collaborate with team members to share ideas that improve the customer journey and internal processes.
• Represent Trip.com’s culture in every interaction.

Required profile

• Previous customer service experience, preferably in a contact‑centre environment.
• Fluent written and spoken French and English.
• Strong communication, problem‑solving abilities and resilience under pressure.
• Ability to handle several web chats simultaneously with fast, accurate typing.
• Motivated, adaptable and eager to learn and grow.
• Travel and tourism experience is a plus but not mandatory.

Required skills

• Proficiency with CRM tools.

What we offer

• 33 days annual leave (including bank holidays) plus extra parental days.
• $600 USD in Trip Coins each year for travel.
• Monthly bonuses, referral scheme, health cash‑back plan and enhanced sick pay.
• Hybrid working options, on‑site gym or discounted memberships.
• Continuous learning, career development and regular team events.