Senior Associate Customer Experience (Non-Flight)

ID01 PT Traveloka Indonesia; Daerah Khusus Ibukota Jakarta; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A leading travel platform in Jakarta is seeking a Senior Associate Customer Experience to lead the Service Assurance team and develop strategies to enhance customer relationships and service quality. An ideal candidate will have a STEM background, at least 3 years of experience, and strong problem-solving and communication skills. This full-time position requires a customer-centric mindset and experience in process improvement.

Qualifications

• Preferably from STEM or engineering background from a top university.
• Minimum 3 years of experience in a reputable company.
• Strong attention to detail and problem-solving skills.
• Excellent analytical skills and proficiency in Excel.
• Excellent communication skills in English.
• Customer-centric mindset and process improvement experience.
• Experience in process development or as a process engineer is preferred.

Responsibilities

• Lead the Service Assurance team for the Experience product.
• Develop strategies and manage customer relationships.
• Ensure service excellence through process improvement.
• Collaborate with stakeholders for effective outcomes.
• Manage crisis recovery and process control.

Skills

Attention to detail

Problem-solving skills

Analytical skills

Proficiency in Excel

Excellent communication in English

Customer-centric mindset

Process improvement experience

Education

STEM or engineering background from a top university

Job description

Senior Associate Customer Experience (Non-Flight) at Traveloka

Location:

Indonesia - Jakarta, Green Office Park

Job Type:

Full time

Posted:

Posted 30+ Days Ago

Application Deadline:

August 31, 2025

Job Description:

The role involves leading the Service Assurance team for the Experience product, developing strategies, managing customer relationships, and ensuring service excellence. Responsibilities include process improvement, stakeholder collaboration, crisis recovery, and process control.

Requirements:

• Preferably from STEM or engineering background from a top university
• Minimum 3 years of experience in a reputable company
• Strong attention to detail and problem-solving skills
• Excellent analytical skills and proficiency in Excel
• Excellent communication skills in English
• Customer-centric mindset and process improvement experience
• Experience in process development or as a process engineer is preferred

About Us:

Traveloka is Southeast Asia’s leading travel platform, offering a wide range of travel services and products, committed to simplifying travel and enriching lives.