Bilingual Customer Service Representative – Spanish & English

About the role

Join Trip.com’s Customer Support Centre in Edinburgh as a bilingual Customer Service Representative. You will assist travellers in both Spanish and English across phone, chat and email, helping them with bookings, flight queries and other travel‑related issues.

Key responsibilities

• Provide empathetic, professional support to customers via phone, live chat and email in Spanish and English.
• Own and resolve travel‑related enquiries from start to finish, meeting service level agreements.
• Communicate clearly across multiple channels and collaborate with team members to achieve KPIs and service targets.
• Share ideas for improving the customer experience 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 English and Spanish.
• Strong communication, problem‑solving and resilience under pressure.
• Ability to handle several web chats simultaneously with fast, accurate typing.
• Motivated, adaptable and eager to learn and grow.
• Comfortable navigating multiple systems to resolve queries efficiently.
• Travel or tourism experience is a plus.

Required skills

What we offer

• 33 days annual leave (including bank holidays) plus extra parental days.
• $600 USD Trip Coins each year and monthly performance bonuses.
• Health cash‑back plan, employee assistance programme and enhanced sick pay.
• Life insurance worth four times your annual salary.
• Hybrid working options based on performance.
• Free on‑site gym and discounted memberships at Nuffield Health & PureGym.
• Continuous learning, career development and regular team events.