Business Process Specialist Flight GDS ID and Emerging Market

Job Description

• Manage flight performance metrics for customer satisfaction, contact rate, job rate, and handling time. 
• Design, plan and manage end to end business processes for Traveloka flight product and project related including but not limited to policy update, new feature, crisis and peak season preparation. 
• Documents and maintains an effective set of policy and procedures consistent with the updated policy. The process and SOP should support operations to achieve customer satisfaction and reduce the incident. 
• 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 engineering to get a suitable answer and/or solution.
• Applies 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 well 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 is 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 Industrial Engineering, Business Administration or similar field
• Minimum 5 - 7 years experience in Flight Ticketing, Business Process, Contact Center Operations, Complaint Management & Recovery, Customer Service or product development role
• Master in operating GDS system (sabre/ galileo/ amadeus)
• Excellent communications skills, proficiency in both local language and English.
• Advance Microsoft Excel skill
• Data analysis
• Good in managing multiple stakeholders at all levels of the organization, but specifically at senior management level
• Experience in managing day-to-day relationships with the airlines or wholesaler and an ability to proactively engage internal and external customers
• 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