Customer Success

Regular Kuala Lumpur International Business Job ID: 5687

Update 2025-05-19

Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Trip.com Group is a leading global travel service provider comprising Trip.com, Ctrip, Skyscanner, and Qunar.

Across its platforms, Trip.com Group integrates travel resources from industry partners to help travelers worldwide pursue the perfect trip with exceptional travel products and services.

We have four Customer Service Centres established in Japan, Korea, the UK, and the Philippines, providing 24/7 customer service in 19 languages.

Our team of over 30,000 employees spans 30 countries across Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the most trusted family of online travel brands, delivering the perfect trip at the best price for every traveler.

We are seeking a Customer Success Specialist who will serve as the highest escalation point for Trip.coms customers and partners. Your role will focus on providing world-class service to improve customer retention and rebuild trust in Trip.com. You will handle a variety of customer issues across our business and collaborate with the Customer Success Manager to enhance the customer experience.

This position offers competitive pay, comprehensive benefits, and opportunities for professional development. Are you ready to join our team?

1. Handle complaints and escalations efficiently using internal systems and product knowledge to achieve optimal resolution times.
2. Act as the main contact for urgent escalations, ensuring excellent communication with empathy and professionalism.
3. Follow up diligently on all complaint cases and escalations, maintaining timely communication with customers.
4. Investigate root causes of complaints and determine appropriate solutions and responsible parties.
5. Maintain effective communication and relationships with internal departments.
6. Accurately document interactions and maintain data integrity in contact management systems, understanding relevant processes and procedures.
7. Provide feedback and suggestions for improvements to the Technical Team.
8. Perform any other tasks or projects as assigned by supervisors or the organization.

• Preferably 1-2 years of experience handling high-level complaints, escalations, disputes, and investigations with root cause analysis skills.
• Strong written and verbal communication skills in English and/or Malay.
• Patience and professionalism in all customer interactions.
• Ability to manage multiple tasks effectively and prioritize workload.
• Dependability with attention to detail.
• Adaptability to changing situations and multitasking.
• Ability to work independently and in a team.
• Courteous attitude with a strong customer service focus.
• Proficiency in computer navigation and basic PC skills.
• Flexibility to work rotating shifts, including weekends, public holidays, and festive seasons.

We offer a platform to unleash your potential and make a global impact. Our inclusive culture supports and respects team members both inside and outside the workplace. Whether its a career or life journey, at Trip.com Group, you can set your own goals and celebrate your progress.

Additional benefits include:

• Rapid global business growth providing diverse career opportunities.
• Encouragement of internal transfers and participation in our global job rotation program to pursue international careers.
• Learning opportunities to develop leadership, soft skills, and professional expertise.
• Flexible work arrangements.
• Fun company-sponsored events during holidays, birthdays, and team activities.

Click the link to learn more about what makes Trip.com Group a leading global travel service provider.

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Information :

• Company : Trip.com Group
• Position : Customer Success
• Location : Kuala Lumpur, Kuala Lumpur
• Country : MY