About Us
Since 2014, [1] Trip.com 's Customer Support Centre has expanded to include 15 global customer support centres worldwide. By collaborating across all our global sites, we are able to provide customer support in more than 20 languages and across 13 product lines, catering to the diverse needs of travellers around the world.
With over 30,000 employees in 30 countries, and Customer Service Centres in Japan, Korea, the UK, and the Philippines, we provide 24/7 support in 19 languages. Our mission is simple: to make every journey the best it can be, at the best possible price.
Trip.Biz is a digital business travel management company powered by Trip.com Group, providing all-in-one solution built on human-centric technology and rich inventory. Headquartered in Singapore, Trip.Biz has already garnered the trust of over 15,000 large-scale corporations and more than 980,000 small to medium-sized enterprises in business travel across the globe. We level up corporate travel to save time and cost while our clients succeed in business.
What You’ll Do:
Team Leadership & Service Excellence:
* Lead and manage daily customer service operations, setting and improving service standards.
* Drive team performance and professional growth through coaching, training, and feedback.
Key Account Management:
* Be the primary service contact for key accounts, building trust and strong relationships.
* Resolve requests quickly to ensure satisfaction, loyalty, and long-term partnerships.
Cross-Functional Collaboration:
* Work with sales, product, and operations teams to align service requirements and support business growth.
* Provide actionable customer insights and advocate for service and product enhancements.
Project Management:
* Lead internal and cross-border projects, coordinating resources, tracking progress, and ensuring smooth delivery.
* Facilitate clear, effective communication across teams to achieve project goals.
Process Optimisation:
* Identify bottlenecks and skill gaps, implement improvements, and continuously refine service processes.
* Promote efficiency and consistency across the team and service systems.
What you'll need to Bring:
* 5+ years in OTA, TMC, airlines, or hotel groups with strong customer service expertise.
* 3+ years in a leadership role, building high-performing teams and driving results.
* UK or cross-border experience preferred, familiar with cultural differences (CN, KR, JP).
* Fluent in English (written & spoken). Mandarin would be highly beneficial for cross-cultural communication.
* Skilled at connecting teams and clients to solve complex issues efficiently.
* Analytical thinker who turns data into actionable solutions.
* Exceptional relationship-builder, establishing trust and long-term client partnerships.
* Thrives in fast-paced, high-pressure environments with multiple priorities.
* Quick learner, adaptable to new business knowledge, SOWs, and industry trends.
* Passionate about customer service with ownership, professionalism, and teamwork.
Why You’ll Love Working Here:
* 33 days annual leave (including bank holidays)
* $600 USD in Trip Coins annually to spend on your next adventure
* Monthly performance bonuses & $450+ refer-a-friend scheme
* Health cash back plan for dental, optical, physiotherapy, massages & more
* Employee Assistance Program, wellbeing support & enhanced sick pay
* Enhanced family policies (maternity, paternity & adoption)
* Life insurance worth 4x your annual salary
* Hybrid working options (based on performance)
* Free on-site gym and discounted memberships at Nuffield Health & PureGym
* Continuous learning & genuine career development opportunities
* Birthday & service anniversary celebrations with gift cards and cake
* Regular team events, social activities, and recognition programmes.
* Fun team days with seasonal and cultural celebrations, work anniversaries, games, prizes, awards, free lunches and sweet treats!
Culture
At Trip.com, our culture is all about people, we're a truly global and multicultural workforce with team members from over 30 countries. We strive to foster a workplace where everyone feels valued, supported, and inspired to grow. We enable you to unleash your full potential and make impact. With a real commitment to internal progression and promotion, your Trip.com journey could take you anywhere, many of our senior leaders started with us in this very role!
Find out more job opportunities at https://careers.trip.com
Have a good trip, and see you soon
References
Visible links
1. http://trip.com/
