Knowledge Analyst_EN_NP_KA

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-orientated 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 be 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 plus;

- Good computer skills and knowledge of Microsoft Office (Word, Excel, PowerPoint etc.); Positive and forward-thinking attitude, with a diligent and result-orientated 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 managements in Operations, OTA, Business Analysis, or Quality Assurance at a large organization is preferrable;

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

- Experiencing with Agile methodology and good understanding in 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.