Customer Success Specialist

5 giorni fa

Roma, Lazio, Italia Trip A tempo pieno
About Us

Trip is a leading online travel brand that has been revolutionizing the way people explore the world since 1999. With a presence in 30 countries across Asia, Europe, the Americas, and Oceania, we have a diverse team of over 30,000 employees who are passionate about delivering exceptional customer experiences.

Job Description

We are seeking a highly skilled Customer Success Specialist to join our team. As a key member of our customer service team, you will be responsible for providing world-class service to our customers, handling complaints and escalations, and working closely with our Customer Success Manager to continuously improve the customer experience.

Key Responsibilities:
  • Handle customer complaints and escalations in a timely and professional manner
  • Utilize internal systems and product knowledge to achieve optimal customer resolution times
  • Serve as a focal point for urgent escalations, prioritizing excellent customer communication with empathy and professionalism
  • Ensure all complaint cases and escalation tasks are diligently and promptly followed up, maintaining timely communication with customers for each case
  • Investigate the root cause of customer complaints, providing the right solution and responsible party determination
  • Maintain effective communication and relationships between internal departments
  • Accurately document interactions, maintain data accuracy in the relevant contact management system, and understand various processes and procedures that interface with the service centre
  • Provide feedback and improvement ideas promptly to the Technical Team
Requirements:
  • Preferably 1 to 2 years of experience handling high-level complaints, escalations, disputes, resolutions, and detailed investigations with root cause analysis skills
  • Effective communication skills, both written and verbal, in English and/or Malay
  • Demonstrate patience in all interactions with customers, affiliates, partners, and internal departments, maintaining a pleasant and professional tone
  • Ability to manage multiple tasks simultaneously and maximize productivity with effective time management skills
  • Dependable with strong attention to detail
  • Skilled in multitasking and adaptable to changes quickly
  • Ability to work both independently and as part of a team
  • Courteous with a strong customer service orientation
  • Proficient in computer navigation and PC knowledge
  • Able to work on a rotating shift, during weekends, public holidays, and festive seasons
Why Join Us?

Trip offers a dynamic and inclusive work environment that supports and respects team members in and out of the workplace. We believe in unleashing our team members' full potential and driving global impact. As an international team, we encourage flexible work arrangements, internal transfers, and global job rotation programs to help you pursue a global career path and make a global impact. We also provide learning opportunities to further your career in areas of leadership capability, soft skills, and professional expertise. Join us and discover a career that can flourish both professionally and personally

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