Travel Consultant - Team Leader

Regular Kuala Lumpur Corporate Travel Other Job ID:5330 Update 2024-12-16 Job Description 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 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. In this Role, you’ll get to

• Oversee team’s daily operations, ensuring targeted operation KPIs are achieved
• Monitor team’s changing service level and perform appropriate onsite management
• Supervise staff KPI and oversee individual performance to enhance service quality
• Cooperate with higher management to pursue alignment with Trip.com Group and Corporate Travel HQ's strategic objectives, and coordinate with HQ on system and policy updates
• Work closely with business leaders to gather a comprehensive understanding of their requirements, and provide data and documentation as requested promptly.
• Deal with complaints and emergencies, until customers’ problems have been fully resolved
• Analyze complaint and NPS cases involving product or service defects, and share with relevant teams to improve Trip.Biz products and services
• Focus on HQ’s quality assurance standards and strive for excellent service quality

What you'll Need to Succeed

• Have full command of major GDS and other standard operational systems in the industry
• At least 3 years of experience in a travel management company with a strong understanding of the business travel industry, including 1 year of experience as a team leader or in a similar role
• Previous experience in complaints handling and escalation

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 respects 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 celebrating your success by recognizing the progress you have made. What’s 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 enables 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 arrangements
• Have fun with company-sponsored greetings and activities at holidays, birthdays, and colorful team events.

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