e&e supervisor en shacc all.

about the job.

• Resolve escalated customer concerns and complaints by creating positive experiences;
• Utilize strong communication skills to connect with customers, organizations, or authorities and negotiate when necessary;
• Consistently follow-up with customers until their concerns are fully resolved;
• Deep dive cases involving product or service defect and identify potential brand risk
• Cooperate with a broad group of internal stakeholders globally to improve Trip.com's products and services;
• Assist with any ad hoc projects and tasks from the Executive & Escalation Manager.

skills and experience required.

• Full-Time Bachelor's Degree or higher;
• Highly proficient in both verbal and written English. Native speakers preferred;
• Excellent communication and interpersonal problem resolution skills;
• Demonstrate a high level of ownership and have a passion for helping and supporting others;
• Flexible and forward-thinking attitude, with a diligent and results-orientated approach to work;
• Able to work under tight deadlines and pressure, both independently and with others;
• Previous experience in customer success/escalation role, OTA experience preferred;