Customer Success Advisor

Job Description

Since 2014,  '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.

We are seeking a passionate and enthusiastic Customer Complaints Advisor to join our team in our Edinburgh office. You will be customer-centric, have a passion for travel, have a track record in building rapport quickly and take pride in being able to problem solve. These aspects will come through in all your interactions whilst delivering the best possible customer service through our range of communication channels.

Full time, 37.5 hours a week

• Handling customer complaints and inquiries professionally and efficiently, ensuring a high level of customer satisfaction via phone, chat, and email, across
  
  English lines.
• Ensure compliance with company policies and legal regulations when addressing customer complaints.
• Handling customer queries with empathy, patience and compassion
• Keeping up-to-date with the latest promotions initiatives and company policies/procedures
• Communicate clearly and confidently across multiple channels.
• Collaborate within a supportive team to achieve KPIs and service targets.
• Share ideas to improve customer experience and internal processes.
• Represent the  culture in every interaction.

• Mandatory - Customer complaints experience within a contact centre
• Proven experience in working towards and achieving Key Performance Indicators (KPIs).
• Must be fluent in English both written and verbal
• Good knowledge of Microsoft Office suite
• Proficient typing abilities
• Ability to remain calm and logical in challenging situations
• Excellent problem solving skills
• Enthusiastic approach with the desire to hit your goals and passionate about continuous development

• 33 days annual leave (including bank holidays)
• 3 extra days for parents/guardians, plus long service leave after 10+ years
• $600 USD in Trip Coins annually to spend on your next adventure
• Monthly performance bonuses & $450 USD 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 & Pure Gym
• 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!

At , 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  journey could take you anywhere, many of our senior leaders started with us in this very role!