Company Description Traveloka is a technology company based in Jakarta, Indonesia founded in 2012 by ex-Silicon Valley engineers and aims to revolutionize human mobility with technology. Today, Traveloka is expanding its reach by operating in six countries in Southeast Asia and experimenting with new endeavors that will create a large impact in the markets and industries we touch.
Job Description
- Design, plan, and manage end to end business process for Traveloka product and project-related including peak season preparation in all countries, in parallel, develops, documents and maintains an effective set of policies and procedures consistent with program guidelines.
- Oversee and project the potential inquiry, request and/or complaint from customer-related with the new product and/or process that’s going to be launch, communicate it to the product manager and/or engineering 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.
- Applyprocess 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
- Liaisewith 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 function 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 2-7 years experience in Business Process, Contact Center Operations, Complaint Management & Recovery, Customer Service or product development role.
- Have knowledge in Service or Complaint & Recovery Management (CRM) or Sales & Marketing Basic (Salesforce, Zendesk).
- Have knowledge in Customer Satisfaction Management, related business industry (airline, hotel, travel agents).
- Excellent communication skills, proficiency in both Bahasa and English.
- Must be available to work weekends and/or holidays as needed.
- Must be able to work under specific, defined, and narrow time constraints.
