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    Trainer (Customer Service) - Hybrid - Edinburgh, United Kingdom - Trip

    Trip
    Trip Edinburgh, United Kingdom

    1 week ago

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    Description
    Full Time Edinburgh International Business Other Job ID:4379

    com Group is a leading global travel service provider comprising of Group integrates travel resources from industry partners and helps travellers worldwide pursue the perfect trip with exceptional travel products and services.

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

    We have more than 30,000 employees scattered across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world's leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.

    Imagine you are working as a trainer for agents in a call centre, your job is to enrich their business knowledge, coach them to understand customer requests, and evaluate their performance.

    But instead of training humans, you are training virtual agents, who we refer to as chat-bots here.
    You will gain valuable experience in the fast-growing artificial intelligence field, and its applications in dynamic business settings. Not to mention we are a travel service provider, you know what you are dreaming of now.
    Our work hours are Monday to Friday 8:30am – 5pm. It will be fully on-site during training period (3 months) and you're able to work flexible hybrid afterwards.

    Designing the human-robot interaction, including reviewing the knowledge base, putting the default replies in writing and standardizing the flow of communication.



    • Digging out the issues in the human-robot interactions, critically analysing the relevant data, and continuously improving the model accuracy, customer satisfaction, and service performance of the chat-bot.
    • Improving the comprehension ability of the chat-bot by doing corpus annotation in a high-quality manner day-to-day.
    • Analysing the chat sessions, and making suggestions for optimization.
    • Collaborating with relevant function teams to deliver an integrated workflow of demand negotiations, standard creations and project implementations.
    Excellence in German, and comfortable with using English to communicate at work


    • Full-time undergraduate degree or above
    • 2+ years of professional experience working with AI, preferably in the customer service industry, or comparable work experience
    • Experience in the knowledge base, chat-bot maintenance in call centres is a priority
    • Strong data insight and analytical skills
    • Proficient in using office software, such as Microsoft Office
    Extensive learning opportunities and resources to further your career


    • An Employee referral program that rewards you for inviting friends to come to work with us
    • Annual travel benefit for activities booked through Trip.
    Enhanced family friendly policies to support your family whatever the circumstances


    • Life assurance to give you peace of mind
    • Employee well-being program: discounted gym memberships, health cash plan, enhanced sick pay, and an Employee Assistance Program
    • com embraces a flexible way of working including hybrid
    • Team building activities to encourage a sense of fun and belonging
    • We celebrate a diversity and our cultural wealth by raising awareness and hosting events on-site
    com Group a leading global travel service provider?
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