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Process Analyst, Global Ticketing-GDS/Flight industry, Agoda Customer Experience group

Bangkok, Thailand

Process Analyst, Global Ticketing-GDS/Flight industry, Agoda Customer Experience group

Agoda is transforming travel for millions of customers across the globe.

Headquartered in Asia, Agoda is one of the world’s largest online travel accommodation platforms. Founded in 2005 and now part of Booking Holdings (Nasdaq:BKNG), Agoda has a network of over 2,000,000 vacation rentals and hotels worldwide. Our web and mobile products provide a first-rate reservation service in 38 languages that uniquely combines local knowledge and local connections to provide the best deals for business and leisure travelers. Agoda employs over 5,000 professionals from 70 nationalities in locations around the globe. In every department – from engineering to customer experience – we provide an environment rich with creativity, collaboration, and experimentation, and the tools to work faster and smarter. At Agoda, we believe our people are our strength. We work hard and have fun, and we choose people who are dedicated to making things great.”

OVERVIEW

This role is responsible for the Standard Operating Procedures (SOP) of the flight customer support in Agoda Customer Experience Group (CEG) aiming at supporting successfully the flight business initiative, defining and delivering the SOPs, improving and maintaining efficiency and effectiveness of processes, in order to support CEG’s customer satisfaction strategy, tactics and service leading to ongoing customer experience improvements for Agoda’s customers.

Role and responsibilities:

  • Be the process owner for customer support of Agoda Flight business in CEG
  • Collaborate with internal and external stakeholders (including Agoda Product, Learning and development teams, GDS partners, consolidators and aggregators partners) to deliver the Standard Operating Procedures (SOP) for the customer support for Agoda Flight business
  • Support multiple business process improvement projects with various teams in Agoda
  • Create, map, document and implement processes to provide end-to-end-flows to establish dedicated post booking customer support teams in CEG for Agoda Flight
  • Work directly and coordinate with internal process specialists, Training specialists, Operations, Product and project teams as well as external parties to deliver processes
  • Optimize customer support processes to ensure efficiency, customer satisfaction, and error reduction  (it is a plus to have) 

 

Qualifications & Experience:

  • At least 3 years of experience in Airlines industry, especially related to Global Distribution Systems such as Galileo, Sabre, Amadeus, consolidators and aggregators
  • Experience in customer service and customer experience management
  • Bachelor’s degree or higher in industrial engineering, other engineering, related science, operations management, or other fields with equivalent working experience (MBA or Master Degree in engineering is a plus).
  • Expertise in business process improvement methodology; e.g., Lean Six Sigma with statistical data analysis (Certified Lean Master, Six Sigma Black Belt or Green Belt).
  • Experience in multi-project managements with cross functional departments as well as in multi-national environment
  • Strong exposure to strategic problem solving and root cause analysis methodologies preferably in a customer service organization or business operation
  • Possesses systematic, data-driven problem solving and analytical skills
  • Detail-oriented with the ability to complete tasks with speed and accuracy

 

What we offer

  • Competitive compensation package (relocation support for successful overseas candidates)
  • Exciting, high impact career opportunity including moves between teams and global locations. You will be interacting with departmental senior leadership team regularly
  • Dynamic multinational working environment with colleagues of diverse educational and professional background
  • Continuous learning and development opportunities through corporate learning programs
  • Modern office space and convenient location at the heart of Bangkok metropolitan 

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