Knowledge Analyst_EN_HTL(MJ034221)

岗位职责

职位描述

• With expert knowledge on the [Hotel or Flight or New Product] product, guide both new and existing Advisors on service-related best practices.

• Liaise with the Service Solution Team and other Stakeholders to create and maintain customer- and service-oriented procedures

• Work closely with relevant Team Leaders/Group Leaders to fully understand both Customer and Advisor pain points and inefficiencies which can be optimized.

• Always question the status quo. There is always a better way of doing things.

• Advocate the Trip.com culture and standards.

• Assist with any ad hoc projects and tasks from Group Leaders/Managers where necessary.

任职资格

• Proficiency in both verbal and written English, fluency in any of IBU languages will be a plus.

• Good computer skills and knowledge of Microsoft Office (Word, Excel, PowerPoint etc.)

Positive and forward-thinking attitude, with a diligent and result-oriented approach to work. Willing to go out of your way to do the “right thing.”

• Extremely effective in working independently by continuously moving forward, even without a clear direction.

• Able to work under tight deadlines and pressure.

• Experience of Project management in Operations, OTA, Business Analysis, or Quality Assurance at a large organization is preferable.

• Knowledge in Travel business is a must (such as Hotel, Flight, Attraction and Activities and/or Back End or Operations systems).

• Experience with Agile methodology and good understanding of Customer Journey, Customer Experience.

• Strong knowledge of fundamental business concepts (e.g., operations research and statistical techniques).

• Excellent problem-solving skills with ability to disaggregate issues, identify root causes and recommend solutions.

• Ability to work with and effectively coach a diverse group of team members.

• Highly pragmatic, focused on achieving outcomes and impact.

• Entrepreneurial and proactively thinking about potential process improvements.

任职要求

（暂无）