Key Responsibilities：
1. Assist customers with their inquiries and concerns in (English) via phone, chat, or email;
2. Communicate effectively with customers, showing empathy and patience;
3. Work as a part of a high-performing team, supporting and helping colleagues and your Team
Lead as required;
4. Advocate the Trip.com culture both internally and externally;
5. Assist with ad hoc projects assigned by Team Leads / Supervisors.
Requirements：
1. Proficiency in both verbal and written (English)；
2. Have a passion for helping and supporting others. You gain a sense of fulfillment from saving
someone’s day;
3. Able to work in shifts (morning, day, afternoon, and night), as well as during weekends and
public holidays;
4. Good computer skills and knowledge of Microsoft Office (Word, Excel, PowerPoint etc.);
5. Positive and forward-thinking attitude, with a diligent and result-orientated approach to work
人选必备能力：
1. 英语口语&书面能力
2. 抗压能力
3. 突然事件中的快速应变能力
4. 沟通能力&逻辑思维能力
5. 稳定情绪和情绪管理
6. 是否接受夜班
工作方式：电话 call 组和线上回复 chat 组，这两种工作方式都会有涉及，按月度排班而定。其
中电话 call 组是 1V1 状态，线上 chat 组需要在同时段服务 3~6 位客人
两种班次可以选择，①固定大夜班（23：00-次日 8 ：00 中间一小时休息）；②轮班（15：00-
24：00 为主，淡季可以协调早班 7：00-16：00 轮班）；
做五休二，周末和节假日都需要排班，双休会在周一-周五中两天连休，法定节假日会有相应的三
薪/调休，班表每月进行更新（基本根据团队排班调控）；