Senior Associate Customer Experience (Non-Flight)

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

Job summary

A leading company in the travel industry seeks a Senior Associate in Customer Experience to lead a dynamic Service Assurance team. You will drive process improvements and ensure customer satisfaction while collaborating with various stakeholders to enhance operational excellence. Preferred candidates have STEM or engineering backgrounds, with at least 3 years of relevant experience, and a passion for improving customer journeys.

Qualifications

• Preferably from top universities in STEM or Engineering.
• At least 3 years of experience in reputable companies.
• Obsessed with the customer journey and process improvement.

Responsibilities

• Lead process improvement initiatives and manage operations.
• Collaborate with cross-functional stakeholders for operational excellence.
• Design and review business processes, identifying areas for improvement.

Skills

Problem-Solving

Analytical Skills

Attention to Detail

Verbal Communication

Written Communication

Education

Degree in STEM or Engineering

Tools

Excel

Job description

Senior Associate Customer Experience (Non-Flight)

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

Job Description

The role involves planning, developing, managing, and leading the Service Assurance team for Experience products by a highly effective, skilled, and empowered team. The goal is to maintain customer relationships at all contact points to provide a best-in-class Service Assurance team that exceeds customer expectations, thereby enhancing customer experience for both external and internal customers. The role also includes 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 the customer, product, and service environment.

Role and Responsibilities:

1. Lead process improvement initiatives and determine strategies for growth and cost efficiency.
2. Manage multiple products and missions within operations (experience).
3. Collaborate closely with cross-functional stakeholders such as marketing, product, revenue management, finance, and risk to strengthen recovery processes and manage costs.
4. Design and continuously review robust business processes, identifying areas for improvement and developing mitigation plans promptly when gaps or risks are identified. These initiatives should lead to operational excellence, measured by contact rate, customer dissatisfaction, and net promoter score.
5. Lead recovery processes during crises or incidents with at least medium impact on the domain.
6. Develop process controls within the customer operations team; perform audits and provide feedback for process improvements. Conduct investigations if fraud indications arise.

Requirements:

1. Preferably from STEM or engineering backgrounds (e.g., Industrial, Computer, Chemical Engineering) from top universities.
2. At least 3 years of experience in reputable companies.
3. Strong attention to detail and excellent problem-solving skills with logical thinking.
4. Excellent analytical skills and mastery of Excel.
5. Excellent verbal and written communication skills in English, with the ability to present effectively across functions.
6. Obsessed with the customer journey and driven to improve processes.
7. Familiar with internal process control within organizations.
8. Preferably experienced in business process development or as a process engineer in reputable companies.

If you enjoy wild growth and working with enthusiastic over-achievers, you'll thrive 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 nationwide. We seek talented individuals from diverse backgrounds to help us achieve our mission. We are committed to building a dynamic workplace where people enjoy their work and feel they can make a meaningful impact.