Associate Business Operation Manager - Flight GDS Specialist
Traveloka
Indonesia
Permanent
Full-time
14 days ago
It's fun to work in a company where people truly BELIEVE in what they're doing!Job DescriptionIn Traveloka, we are always looking to provide delightful customer experience to our customers. Our customers expect us to be able to help them fulfill their needs with airlines. As a GDS Specialist, you will be responsible for coordinating with airlines to understand their rules, policies and convert them into a structured knowledge base for the internal team. You will be evaluating how our agents are handling customer inquiries, how our product caters to customer needs and looking for room for improvements and pushing for its implementation.Your responsibility include:Improve flight performance metrics for customer satisfaction, contact rate, job rate, and handling time.Design, plan and manage end to end business processes for Traveloka flight product and project related including but not limited to policy update, new feature, crisis and peak season preparation.Document and maintain an effective set of policy and procedures consistent with the updated policy. The process and SOP should support operations to achieve customer satisfaction and reduce the incident.Oversee and project the potential inquiry, request and/or complaint from customers related with the new product and/or process that’s going to be launched, communicate it to the product manager and/or engineering to get a suitable answer and/or solution.Apply process improvement methodologies and principles based on operations metrics and data to conduct Business process reengineering (simplification), make recommendations on product, tools, techniques or processes to enhance service qualityDevelop strong working relationships with cross functional teams to develop process, product knowledge, FAQ, and training before product launch and manage process change to minimize the impact of incident and ensure the process is well implemented.Liaising with the product teams to deliver additional customer operations-related requirements to be incorporated into the product development as well as communicate and track the progress to support the effective functioning of the product and/or process.Coordinate or conduct, as required, the execution of functional and systems tests required for system fixes, patches, enhancements, upgrades, implementations and security to ensure the product is secure, reliable and functions as intended.Develop and implement appropriate tools and methods to perform standard investigation and problem-solving techniques and to ensure appropriate adherence to quality documentsRequirementsMinimum University Degree for any major disciplineMinimum 5 - 7 years experience in Flight Ticketing or Travel Agent Customer Service roleMaster in operating GDS system (sabre/ galileo/ amadeus)Excellent communications skills, proficiency in both local language and English.Good in managing multiple stakeholders at all levels of the organization, but specifically at senior management levelExperience in managing day-to-day relationships with the airlines or wholesaler and an ability to proactively engage internal and external customersMust be able to work under specific, defined, and narrow time constraintsMust conduct themselves in a professional manner at all times including: appearance, communication, ethics set forth in the Company Code of Conduct.If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
