Knowledge Analyst_EN_NP_KA

Job description

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.