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.
In this Role, you’ll get to
Supervise and Manage Team Performance :
Oversee the daily operations of the escalation team, including attendance monitoring and adherence to company policies.
Identify performance gaps and create targeted action plans for improvement, implementing corrective measures as needed.
Conduct performance evaluations and yearly reviews to align individual goals with business objectives.
Effectively Handle Escalations :
Manage high-priority customer escalations related to flight bookings, cancellations, and refunds, ensuring swift and empathetic resolution.
Conduct thorough root-cause analysis to address underlying issues and prevent recurrence.
Serve as a role model in demonstrating excellent investigation and conflict-resolution skills to the team.
Coach and Develop Team Members :
Host daily standups, weekly 1:1s, and team meetings to provide updates, share insights, and foster open communication.
Provide regular coaching and mentoring to ensure team members meet or exceed Key Performance Indicators (KPIs).
Train team members on updated procedures and ensure consistent application to maintain service quality.
Analyze and Improve Operations :
Monitor operational metrics and effectively distribute workload among team members to ensure efficiency and service-level adherence.
Partner with Workforce Management to manage real-time adjustments and maintain service levels.
Compile and present weekly root-cause analysis reports to senior management with recommendations for process improvement.
Promote a Culture of Excellence :
Act as a point of escalation for complex issues while providing empathetic and effective customer service.
Collaborate with internal departments and external partners to resolve customer concerns promptly and satisfactorily.
Drive team engagement through recognition programs, collaborative activities, and open forums for feedback.
Support Operational Goals :
Complete tasks and projects assigned by the Operations Manager or Group Leader within set deadlines.
Actively contribute to cross-functional initiatives aimed at improving the overall customer experience.
Oversee the daily operations of the escalation team, including attendance monitoring and adherence to company policies.
Identify performance gaps and create targeted action plans for improvement, implementing corrective measures as needed.
Conduct performance evaluations and yearly reviews to align individual goals with business objectives.
Effectively Handle Escalations :
Manage high-priority customer escalations related to flight bookings, cancellations, and refunds, ensuring swift and empathetic resolution.
Conduct thorough root-cause analysis to address underlying issues and prevent recurrence.
Serve as a role model in demonstrating excellent investigation and conflict-resolution skills to the team.
Coach and Develop Team Members :
Host daily standups, weekly 1:1s, and team meetings to provide updates, share insights, and foster open communication.
Provide regular coaching and mentoring to ensure team members meet or exceed Key Performance Indicators (KPIs).
Train team members on updated procedures and ensure consistent application to maintain service quality.
Analyze and Improve Operations :
Monitor operational metrics and effectively distribute workload among team members to ensure efficiency and service-level adherence.
Partner with Workforce Management to manage real-time adjustments and maintain service levels.
Compile and present weekly root-cause analysis reports to senior management with recommendations for process improvement.
Promote a Culture of Excellence :
Act as a point of escalation for complex issues while providing empathetic and effective customer service.
Collaborate with internal departments and external partners to resolve customer concerns promptly and satisfactorily.
Drive team engagement through recognition programs, collaborative activities, and open forums for feedback.
Support Operational Goals :
Complete tasks and projects assigned by the Operations Manager or Group Leader within set deadlines.
Actively contribute to cross-functional initiatives aimed at improving the overall customer experience.
What you'll Need to Succeed
- Minimum of two years of leadership experience, preferably in customer service, travel, or call center environments.
- Strong knowledge of hotel-related services, including amendments, cancellations, and refunds.
- Excellent communication skills with proficiency in English (additional languages are a plus).
- Ability to manage multiple tasks under pressure and drive the team to achieve goals.
- Proven skills in mentoring, coaching, and providing actionable feedback to team members.
- Flexibility to work in a rotational schedule, including weekends and public holidays. Strong problem-solving skills and the ability to make decisions guided by policies and procedures.
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.
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!
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