携程Travel Consultant(MJ031874)
任职要求
Proficiency in both verbal and written (English);Have a passion for helping and supporting others. You gain a sense of fulfillment from saving someone’s day;Able to work during weekends and pub…
工作职责
Key Assist customers with their inquiries and concerns in (English) via phone;Communicate effectively with customers, showing empathy and patience;Work as a part of a high-performing team, supporting and helping colleagues and your Team Lead as required;Advocate the Trip culture both internally and externally;Assist with ad hoc projects assigned by Team Leads / Supervisors.
Travel Safety and Compliance: - Develop and implement travel safety policies and procedures. - Conduct risk assessments for travel destinations, providing strategic guidance for mitigating risks. - Monitor global events and issues impacting travel safety and provide operational support in emergencies, leveraging DiSOC resources. - Collaborate with Corporate Security and other stakeholders to integrate safety into travel policies. - Lead safety training programs for traveling employees and support travel incident investigations. - Drive efficiencies and IT modernization in collaboration with IT, Procurement, and other functions. - Set up analytics and reporting for travel management, including travel safety and trends. - Develop a comprehensive travel safety training program, maintaining online platforms and face to face interactions. Service Delivery: - Lead executive relationship management to ensure consistent internal service delivery standards. - Initiate optimization projects across service lines for operational excellence and improvements. - Cultivate service excellence strategies based on market insights and business needs. - Oversee global travel safety service contract lifecycles and vendor and insurance management.
1. Own the foundational user experience for OTA industry solution products, focusing on end-to-end product solutions across the travel journey. Adopt a user-centric perspective to deeply understand user behaviors and experiences during pre-trip, during-trip, and post-trip stages. Design product solutions that deliver convenient and seamless services to users. 2. Identify user needs throughout the product usage journey and drive the establishment of refined, industry-specific service assurance mechanisms. Design end-to-end intelligent and human-supported service solutions, and author comprehensive service process documentation to provide users with reliable and trustworthy travel service guarantees. 3. Optimize and iterate service solutions and experience insight strategies based on the unique characteristics of the travel business. Enhance overall user experience while leveraging intelligent service solutions and service mechanisms to drive user return visits and repeat purchases. 4. Proactively identify user pain points from NPS/CSAT feedback and customer support interactions. Pay close attention to product details and conduct multi-dimensional, multi-perspective analysis—integrating user behavior data, business performance metrics, and qualitative insights—to pinpoint root causes of issues. Continuously drive resolution and optimization across the full user journey. 5. Possess experience in service resource management and talent development, ensuring frontline customer service teams maintain high service quality, strong service mindset, and alignment with business goals and direction.