Senior Associate Customer Experience (Flight)

PT Trinusa Travelindo; Daerah Khusus Ibukota Jakarta; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

PT Trinusa Travelindo mencari Senior Associate Customer Experience yang berdedikasi untuk memimpin tim dalam meningkatkan pengalaman pelanggan dengan memanfaatkan analisis dan inisiatif perbaikan proses. Kandidat ideal akan memiliki latar belakang teknik, pengalaman minimal 3 tahun, serta keterampilan analitis dan komunikasi yang kuat. Bergabunglah untuk mewujudkan visi perusahaan dalam merevolusi pasar perjalanan di Indonesia.

Qualifications

• Pengalaman minimal 3 tahun di perusahaan terkemuka.
• Memiliki keterampilan verbal dan tulisan yang sangat baik dalam bahasa Inggris.
• Familiar dengan kontrol proses internal dalam organisasi.

Responsibilities

• Mengelola dan memimpin tim Service Assurance untuk meningkatkan pengalaman pelanggan.
• Memimpin inisiatif perbaikan proses dan mengidentifikasi kesempatan untuk pertumbuhan.
• Bekerja sama dengan berbagai pemangku kepentingan untuk memperkuat proses pemulihan dan mengelola biaya.

Skills

Analytical Skills

Problem-Solving Skills

Communication Skills

Attention to Detail

Education

STEM or Engineering Background

Tools

Spreadsheets

Job description

Senior Associate Customer Experience (Flight)

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description

The role is to plan, develop, manage, and lead the Service Assurance team for the Experience product by a highly effective, skilled, and empowered team. The goal is to maintain customer relationships across all contact points to provide a best-in-class Service Assurance team that exceeds customer expectations, thereby maintaining and improving customer experience for both external and internal customers. The role also involves supervising, strategizing, mentoring, and leading the Service Assurance team in developing knowledge systems and tools, deriving insights, and building recommendation systems related to business processes and customer, product, and service system environments.

Role and Responsibilities

• Lead process improvement initiatives and identify opportunities for growth and cost efficiency.
• Drive operational excellence through measurable improvements in resolution time, contact rate, job rate, and net promoter scores.
• Develop and manage process controls for all customer operations areas, conduct regular audits, and provide feedback for improvements. Investigate indications of fraudulent activities when necessary.
• Support daily operations for multiple products and projects within the customer experience domain.
• Collaborate with cross-functional stakeholders such as marketing, product, revenue management, finance, and risk teams to strengthen recovery processes and manage costs.
• Support recovery processes during crises or incidents with moderate impact, assisting in resolution under supervision.
• Develop and manage procedures to meet performance metrics and scorecards.
• Perform internal reviews to ensure operations comply with applicable rules, regulations, policies, and procedures.

Requirements

• Preferably from a STEM or engineering background (e.g., Industrial Engineering, Computer Engineering/Science, Chemical Engineering, etc.) from a top university.
• At least 3 years of experience in a reputable company.
• Strong attention to detail and excellent problem-solving skills with a logical and analytical approach.
• Proficiency in spreadsheets and excellent analytical skills.
• Excellent verbal and written communication skills, with the ability to collaborate effectively across functions and deliver presentations in English.
• Obsessed with the customer journey and needs, with a drive to improve processes.
• Familiar with internal process control within organizations.
• Experience in business process development or as a process engineer in a reputable company is preferred.

If you enjoy wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Traveloka (traveloka.com) is a tech startup based in Jakarta. We aim to revolutionize the Indonesian travel marketplace and make it more accessible to travelers across the country. We seek talented individuals from diverse backgrounds to help us achieve our mission. We are committed to building a dynamic workplace where people truly enjoy their work and feel they can make a significant impact.

Traveloka (traveloka.com) is a tech startup based in Jakarta. We aim to revolutionize the Indonesian travel marketplace and make it more accessible to travelers across the country. We seek talented individuals from diverse backgrounds to help us achieve our mission. We are committed to building a dynamic workplace where people truly enjoy their work and feel they can make a significant impact.

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