Knowledge Analyst

at  Tripcom Group

WHO WE ARE

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 contact centres around the globe based in Japan, Korea, UK, and the Philippines, providing 24/7 customer service in 19 different languages.
We have more than 30,000 employees 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.

WHO WE ARE LOOKING FOR

We are excited to welcome a dedicated Knowledge Analyst to join our team! In this role, you will be pivotal in ensuring the effectiveness and efficiency of the EU Service Team’s procedure implementation.
With your expertise and insights, you will establish and refine procedural standards for our Advisors, continuously elevating the customer experience and making a meaningful impact on our service quality.

• With expert knowledge on Flights & Hotels products, you’ll be guiding both new and existing Advisors on service-related best practices
• Liaising with the IBU Procedure Team and other Stakeholders to create and maintain customer and service-orientated procedures
• Working closely with management teams to fully understand both Customer and Advisor pain points and inefficiencies which can be optimised
• Always questioning the status quo. There is always be a better way of doing things
• Advocating the Trip.com culture and standards
• Assisting with any ad hoc projects and tasks from Group Leaders/Managers where necessary