Company Description
Traveloka is a technology company based in Jakarta, Indonesia. Founded in 2012 by ex-Silicon Valley engineers, we aim to revolutionize human mobility with technology. Today we are expanding our reach by operating in eight countries and experimenting with new endeavors that will create large impact in the markets and industries we touch.
Job Description
Design, plan, and manage end to end business processes for Traveloka product and project related including peak season preparation in all countries, in parallel develops, documents and maintains an effective set of policy and procedures consistent with program guidelines.
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 engineer to get a suitable answer and/or solution.
Supervise the Operations Process Specialist to ensure that the performance of the existing products is optimal as well as working on the long-term stabilization and maintenance of the company’s way of working.
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 quality.
Develop 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 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 are 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 documents
Qualifications
Minimum University Degree for any major discipline, preferably Business Administration or similar field
Minimum 5 - 7 years experience in Business Process, Contact Center Operations, Complaint Management & Recovery, Customer Service or product development role
Having an experience in hospitality industry or travel agent is a plus
Experience in managing day-today relationships and an ability to proactively engage internal and external customers
Must be available to work weekends and/or Holidays as needed
Must be able to work under specific, defined, and narrow time constraints
Must conduct themselves in a professional manner at all times including: appearance, communication, ethics set forth in the Company Code of Conduct.
Extensive experience in working in a Service Assurance / Delivery environment and implementing service management strategy and processes
