Senior Customer Experience Analyst

4 days ago

Tangerang, Banten, Indonesia Traveloka Full time

Job Description

The role function is to plan, develop, manage & lead the Service Assurance team for Experience product by a highly effective, skilled, and empowered team and maintain customer relationships of all related contact points to provide best-in-class Service Assurance team that will exceed customer expectation in order to maintain and improve customer experience both for external and internal customers. He/she will also provide supervision, strategies, mentoring and leadership to the Service Assurance team in the course of developing optimum knowledge systems and tools, insight derivation, as well as building recommendation systems pertaining to business process and customer, product and service system environment.

Role And Responsibility

  • Lead the process improvement and determining the strategy for the growth and cost efficiency
  • Responsible for the multiple product and mission in operations (non-flight product)
  • Work closely with stakeholders cross functions such as marketing, product, revenue management, finance, risk to strengthen recovery process and cost management
  • Design a robust business process and continuously review it to find areas of improvement, including developing mitigation plans in a timely manner once any gap or risk is identified. The initiative should lead to operations excellence improvement, measured by contact rate, customer dissatisfaction and net promoter score.
  • Execute the recovery process for crisis/incident with at least medium impact for the whole domain
  • Developing the process control for each area within the customer operations team; perform the audit process and give feedback on the process that needs to be changed based on the audit result and when needed, conduct investigation shall there's any fraud indication on the operations.

Job Requirements

  • Preferably from STEM or engineering background (e.g. Industrial eng, Computer eng / science, Chemical eng, etc) from Top University
  • At least 3 years of experience from reputable company
  • Strong attention to detail and excellent problem solving skill with logical thinking
  • Excellent analytical skills and master in Excel
  • Excellent verbal and written communication cross-function and presentation skill in English
  • Obsessed with the customer journey and needs to drive process improvement
  • Familiar with internal process control within organization
  • Preferably have experience as business process development or process engineer from reputable company

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