Key Responsibilities * Assist customers with their inquiries and concerns in English via phone, chat, or email; * Resolve escalated customer concerns and complaints by creating positive experiences; * Utilize strong communication skills to connect with customers and negotiate when necessary; * Consistently follow-up with customers until their concerns are fully resolved; * Identify operational issues and cooperate with other teams/departments to improve Trip’s products and services; * Enhance the Ctrip brand through social media and reputation platforms (Facebook, Twitter, TrustPilot etc.) ; * Assist with any ad hoc projects and tasks from the Customer service Manager.
Requirements * College’s Degree or higher; * Highly proficient in both verbal and written English. Native speakers preferred; * Have a passion for helping and supporting others; you gain a sense of fulfillment from saving someone’s day; * Able to work under tight deadlines and pressure, both independently and with others; * Able to work during weekends and public holidays.
