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
* Manage VIP and key corporate clients’ travel booking inquiries via email, phone, and chat channels
* Deliver high-quality, tailored travel services to senior executives and priority travelers, maintaining the highest standards of professionalism
* Maintain strong relationships with travel managers and key stakeholders, acting as a trusted advisor
* Provide optimal travel plans balancing cost, compliance, time, and convenience
* Handle complex and high-value bookings including urgent changes, with precision and expertise
* Manage ticketing, reissuance, refunds, and cancellations with accuracy
* Address disruptions and urgent travel situations professionally and with composure
* Take full ownership of VIP cases, coordinate with internal teams on high-impact or sensitive matters
* Take ownership of client complaints and service recovery, working closely with TL, QC, and backend teams; analyze complaint and NPS cases involving product or service issues, and share with relevant teams to improve Trip.Biz products and offerings
* Support Team Leader(s) in training service agents on soft skills, focusing on complain escalation and risk management
What you'll Need to Succeed
* Diploma or higher qualification in a relevant field
* Minimum 5 years’ experience in a travel management or corporate travel environment with VIP or executive exposure
* Familiarity with complaint handling and service recovery processes
* Strong proficiency in operating GDS (Amadeus preferred)
* Solid knowledge of fare rules, airline policies, and complex ticketing processes
* Exceptional communication, judgement, and problem-solving skills
* Ability to work independently and manage multiple priorities under pressure
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[1] the link to learn more about What makes Trip.com Group a leading global travel service provider?
Click [2] 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!
References
Visible links
1. https://www.youtube.com/watch?v=w4D31J3atps
2. https://www.youtube.com/@TripcomGroup
