Senior Associate Customer Experience (Flight)

It's fun to work in a company where people truly BELIEVE in what they're doing!

‎ 

‎ 

Job Description

The role function is to plan, develop, manage & lead the Service Assurance team for Experience product by a highly effective, skilled, and empowered team and maintain customer relationships of all related contact points to provide best-in-class Service Assurance team that will exceed customer expectation in order to maintain and improve customer experience both for external and internal customers. He/she will also provide supervision, strategies, mentoring and leadership to the Service Assurance team in the course of developing optimum knowledge systems and tools, insight derivation, as well as building recommendation systems pertaining to business process and customer, product and service system environment.

Role and Responsibility

• Lead process improvement initiatives and help to identify opportunities for growth and cost efficiency
• Drive operational excellence through measurable improvements in resolution time, contact rate, job rate, and net promoter scores.
• Develop and manage process controls for all areas within the customer operations team, conduct regular audits, and provide feedback for improvements based on audit results. When necessary, conduct investigations if there are indications of fraudulent activities.
• Support daily operations for multiple products and projects within the the customer experience domain
• Work with cross-functional stakeholders such as marketing, product, revenue management, finance, and risk teams to strengthen recovery processes and manage costs.
• Support recovery processes during crises or incidents with moderate impact, working under supervision to assist in resolution.
• Develop and manage procedures and ensure to achieve the performance metrics and scorecards as targeted.
• Perform internal monitoring reviews to ensure that the operations are in compliance with applicable rules, regulations, and policies & procedures

‎ 

Requirements

• Preferably from a STEM or engineering background (e.g., Industrial Engineering, Computer Engineering/Science, Chemical Engineering, etc.) from a top university
• At least 3 years of experience in a reputable company.
• Strong attention to detail and excellent problem-solving skills with a logical and analytical approach.
• Excellent analytical skills and proficiency in Spreadsheet.
• Excellent verbal and written communication skills, with the ability to collaborate effectively across functions and deliver presentations in English.
• Obsessed about the customer journey and needs, with a drive to improve processes.
• Familiar with internal process control within organization
• Experience in business process development or as a process engineer in a reputable company is preferred.

‎ 

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!