About Us
Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Trip.com Group is a leading global travel service provider comprising of Trip.com, Ctrip, Skyscanner, and Qunar.
Across its platforms, Trip.com Group integrates travel resources from industry partners and helps travellers worldwide pursue the perfect trip with exceptional travel products and services.
We have four Customer Service Centres for Trip.com established in Japan, Korea, the UK, and the Philippines, providing 24/7 customer service in 19 different languages.
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 worlds leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.
In this Role, youll get to
With expert knowledge on the Hotel 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;
Advocate the Trip.com culture and standards;
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.
Why Trip.com Group
We offer a stage to unleash your full potential and drive global impact. As an international team, we embrace an open and inclusive culture that supports and respect team members in and out of the workplace. Everyone is on a trip, whether it's a career trip or a life trip. At Trip.com Group, you can define your own trip by setting a goal and celebrate your success by recognizing the progress you have made.
Whats 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 What makes Trip.com Group a leading global travel service provider
Click the link to learn more about This is a Trip Where Both Your Career and Life Can Flourish!
Find out more job opportunities at https://careers.trip.com
Have a good trip, and see you soon!
