Customer Service Advisor (Polish Speaking)

About the company

Trip.com Group operates a large global customer support network that has grown since 2014 to include 15 support centres worldwide. By working together across international sites, the team delivers help in more than 20 languages and across 13 product lines, serving travellers with a wide range of needs.

With more than 30,000 employees across 30 countries and customer service centres in Japan, Korea, the UK and the Philippines, the company offers round-the-clock support in 19 languages. Its purpose is to help make every trip as smooth and affordable as possible.

Role overview

This position is for a Customer Service Advisor who will act as the public-facing voice of the company, supporting travellers with hotel reservations, flight-related questions and other travel concerns through phone, chat and email.

Location: 1 Lochrin Square, Edinburgh, on-site
Hours: Full-time, 37.5 hours per week

Key duties

• Provide warm, professional support to customers in both Polish and English across phone, chat and email.
• Own customer issues from first contact through to resolution, especially travel-related queries.
• Communicate accurately and confidently across different channels.
• Work closely with the wider team to meet performance goals and service measures.
• Suggest improvements that can enhance the customer journey and internal workflows.
• Embody the company’s culture in every customer interaction.

What the employer is looking for

• Prior experience in customer service, preferably in a contact centre setting.
• Professional fluency in both English and Polish, spoken and written.
• Strong interpersonal, problem-solving and resilience skills.
• Ability to manage several web chats at once while typing quickly and accurately.
• Comfort with working to KPIs and target-based performance expectations.
• A flexible, self-motivated approach and willingness to keep learning.
• Confidence using CRM systems and other tools to work through customer requests efficiently.
• Travel and tourism experience is an advantage but not mandatory.

Benefits and culture

• 33 days of annual leave including bank holidays.
• 3 additional days for parents or guardians, plus long-service leave after 10+ years.
• $600 USD in Trip Coins each year to use toward travel.
• Monthly bonus opportunities and a $450 USD refer-a-friend programme.
• Health cash-back support covering dental, optical, physiotherapy, massages and more.
• Employee Assistance Program, wellbeing support and enhanced sick pay.
• Improved family policies covering maternity, paternity and adoption.
• Life insurance equal to 4 times annual salary.
• Hybrid working options available based on performance.
• Free on-site gym access or discounted memberships with Nuffield Health and PureGym.
• Ongoing learning, career growth and internal progression opportunities.
• Birthday and service-anniversary celebrations with gift cards and cake.
• Regular team activities, social events and recognition initiatives.
• Seasonal and cultural celebrations, games, prizes, awards, free lunches and sweet treats.

Workplace culture

The organisation describes its culture as people-focused, international and inclusive, with colleagues from more than 30 countries. It aims to create an environment where employees feel supported, appreciated and able to develop. There is a strong emphasis on internal promotion, and many senior leaders began in this same role.