Knowledge Analyst

14 hours ago

Kuala Lumpur, Malaysia Trip.com Group Full time

**About Us**

We have more than 30,000 employees scattered across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world’s leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.

We are looking for a Knowledge Analyst for the Flight product, who will be responsible for the effectiveness and efficiency of the Service Team’s internal procedures. By utilizing your expertise and knowledge, you will set and optimize the procedural standards for our Advisors in order to continuously enhance the customer experience.

**In this Role, you’ll get to**
- With expert knowledge on the Flight product, guide both new and existing Advisors on service-related best practices;
- Liaise with the Procedure 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;
- Assist with any ad hoc projects and tasks from Group Leaders/Managers where necessary

**What you'll Need to Succeed**
- Proficiency in both verbal and written English and Malay, fluency in any other 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.

What’s more?
- Our rapid business growth in global offers abundant career opportunities at various levels and in multiple functions
- Internal transfer is encouraged, and global job rotation program enable you to pursue a global career path and make global impact
- We provide learning opportunities to further your career in areas of leadership capability, soft skill and professional expertise.
- We encourage flexible work arrangement

Have fun with company-sponsored greetings and activities at holidays, birthdays, and colorful team events.

Click the link to learn more about This is a Trip Where Both Your Career and Life Can Flourish

Have a good trip, and see you soon

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