Customer Service Advisor - Rides

About Us:

At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We’re the thrill of the first night in a new place. The excitement of the next morning. The friends you encounter. The journeys you take. The sights you see. And the memories you make. Through our products, partners and people, we make it easier for everyone to experience the world.

Leadership/Team Quote:

From our Trips HQ in Manchester, our team helps people get where they want to go, anywhere in the world. Whether customers want the freedom of a car, the ease of a taxi or the economy of public transport, we make it all possible.

We are committed to giving you everything you need to take your career in the direction you want. With our core values we ensure you contribute to Booking.com’s mission in the best way you can.

Role Description:

As a Customer Service Advisor in Booking Transport you are going to play an important role in providing exceptional travel support for both travellers and partners. Helping travellers navigate their journeys safely, in comfort, and on time whether by pre-book taxi or public transport. Our dedication to outstanding customer service through various communication channels: calls, emails, or live chat ensures that travellers have the assistance whenever and wherever they need it. Developing excellent product knowledge to help resolve traveller queries is essential, and most importantly, you will always ensure a high level of customer service that will make anyone smile. You should also have a desire to work in a lively and fast-paced environment where you will embrace different cultures, nationalities, and languages, and maintain a positive, motivated attitude to deal with some tricky traveller problems.

Please note: The shifts for this role are: ny five days out of five: Mon - Sun. 7am - 5pm - 37.5 hours per week on a weekly rotation, we expect you to work one full weekend, two half weekends and one weekend off per month.

Key Job Responsibilities and Duties:

• You’ll be an advocate for the Booking.com values and will do all you can to meet customer expectations – from providing support with handling their reservations to answering their questions.

• Making a positive impact on every customer contact over multiple channels such as phone, email or live chat.

• Developing excellent product knowledge to help resolve customer queries.

• Most importantly, always ensuring a high level of customer service that’ll make anyone smile.

Qualifications & Skills:

• Real passion for customer service.

• Written and verbal proficiency in English.

• Natural emotional intelligence with excellent listening and problem-solving skills.

• Reliability, resilience, and organizational skills.

• Desire to work in a lively, fast-paced environment embracing different cultures, nationalities, and languages

Benefits & Perks - Global Impact, Personal Relevance:

Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive compensation and benefits package , as well as unique-to-Booking.com benefits which include: 

• 25 (rising to 28) days of annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave

• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)

• Industry leading product discounts - up to €1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit

• Huge learning and development platform tailored to you

• Shopping and leisure discounts through Perkbox

• Wellbeing focus

• Mental health first-aiders and free supports

• Performance-based annual bonuses.

• Health Insurance Discounts.

• Contributory pension plan.

• Delicious catered free meals accessible at our office.

Diversity, Equity and Inclusion (DEI) at Booking.com: 

Diversity, Equity & Inclusion have been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations. 

Take it from our Chief People Officer, Paulo Pisano: “At Booking.com, the diversity of our people doesn’t just build an outstanding workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It’s a place where you can make your mark and have a real impact in travel and tech.” 

We ensure that colleagues with disabilities are provided the adjustments and tools they need to participate in the job application and interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.

Application Process: 

• Let’s go places together: How we Hire

• This role does not come with relocation assistance

Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.