Senior Associate Customer Experience (Flight)
- Indonesia
- Permanen
- kerja tetap
- 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
- Preferably from a STEM or engineering background (e.g., Industrial Engineering, Computer Engineering/Science, Chemical Engineering, etc.) from a top university
- At least 3 to 4 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.