Trainline
Customer Service Representative - French-Speaking
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Customer Service Representative - French-Speaking
Customer Service Representative – French-Speaking
Location: Edinburgh Contract Type: Permanent, Full Time Language Requirement: Fluent/Native French
About Trainline
We are champions of rail, inspired to build a greener, more sustainable future of travel. As Europe’s number 1 downloaded rail app—with over 135 million monthly visits and £6.3 billion in annual ticket sales—we collaborate with 270+ rail and coach companies across 40+ countries to make travel simple, seamless, eco-friendly and affordable.
A FTSE 250 company, we’re driven by over 1,000 Trainliners from 50+ nationalities—based in London, Paris, Barcelona, Milan, Edinburgh and Madrid. As we expand in the UK and Europe, we invite you to join us on this high-speed journey.
About The Role
As a Customer Service Representative, you’ll embody the friendly voice of Trainline, assisting customers via phone in language (including journey planning,票务解决方案和复杂问题). You’ll thrive in a supportive, fast-paced team dedicated to ensuring every interaction leaves customers confident and happy.
Key responsibilities:
- Taking ownership of customer enquiries: listening, solving and ensuring resolution
- Logging and updating ques using our systems: juggling multiple tools efficiently
- Sharing expertise on the website, mobile app and services to optimise customer experiences
- Identifying opportunities to offer additional support beyond the initial question
- Handling payments and sensitive data with professionalism and care
- Writing clear follow-up correspondence and navigating multiple systems accurately
- Keeping up with new features and updates to provide confident, current advice
- Working autonomously to go above and beyond, escalating issues when necessary
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Requirements
Must-Haves
- Native or fluent French speaker (essential)
- A natural people person passionate about exceptional service
- Previous experience in a customer-facing role
- Strong written communication and keen attention to detail
- Familiarity and comfort using technology/systems
- A team player who thrives in a fast-paced, collaborative environment
Nice-to-Haves
- Experience in phone-based customer service
- Familiarity with GDPR and handling sensitive data
- Confident English verbal communication skills
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Why Join Trainline?
Enjoy: 💡 Fantastic perks: Private healthcare & dental insurance, generous Work from Abroad policy, 2-for-1 share purchase plans, company Electric Vehicle (EV) Scheme, extra festive time off, and family-friendly benefits.
🚀 Career growth: Clear career paths, transparent pay bands, personal learning budgets, and learning days.
📍 Hybrid model: Expected to work in office at least 60% over 12 weeks. Plus a 28-day Work from Abroad policy.
Our Values
💭 Think Big – We’re building the future of rail. ✔️ Own It – We focus on every customer, partnership, and journey. 🤝 Travel Together – We’re one team. ♻️ Do Good – We make a positive impact.
We value diversity—gender, ethnicity, sexuality, disability, nationality, and diverse thought—because a diverse team drives growth. We’re committed to creating an inclusive workplace where everyone belongs.
Expect us. Join us.
For more insights, visit our LinkedIn, Instagram or Glassdoor.
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