Deskripsi Pekerjaan
Trip.com Group, a global leader in online travel services, is looking for a talented Knowledge Analyst to join our Customer Service team in Santa Ana, Metro Manila. This is an exciting opportunity to leverage data-driven insights to shape the future of travel customer experience.
As a Knowledge Analyst, you will analyze vast amounts of customer interaction data to identify trends, improve processes, and support decision-making. You will be responsible for developing and maintaining comprehensive knowledge bases, ensuring that our customer service representatives have the most up-to-date information at their fingertips. Your analytical reports will drive strategic initiatives that enhance efficiency and customer satisfaction.
You will collaborate with cross-functional teams including operations, IT, and training to implement improvements. This role requires a curious mindset, strong analytical capabilities, and a passion for delivering actionable insights. You will be a trusted advisor to management, providing data-backed recommendations.
We value growth and innovation. At Trip.com Group, you will have access to continuous learning opportunities and the chance to work with a diverse, global team. If you are ready to take your career to the next level and make a real impact, we want to hear from you.
Tanggung Jawab
- Analyze customer service data to identify performance trends and areas for improvement.
- Develop and maintain knowledge management systems to ensure accuracy and accessibility.
- Create dashboards and reports to monitor KPIs and support data-driven decision-making.
- Collaborate with operational teams to implement process improvements based on insights.
- Conduct root cause analysis on recurring issues and recommend preventive actions.
- Assist in training and coaching customer service representatives on knowledge tools.
- Stay updated on industry best practices and integrate them into knowledge frameworks.
Kualifikasi
- Bachelor's degree in Business Administration, Information Systems, or a related field.
- At least 2 years of experience as a Knowledge Analyst, Data Analyst, or similar role.
- Proficiency in data analysis tools such as Excel, SQL, and BI platforms (Power BI, Tableau).
- Excellent verbal and written communication skills in English.
- Strong problem-solving abilities with attention to detail.
- Ability to work independently and manage multiple priorities.
- Experience with CRM systems and knowledge management software.
- Prior experience in the travel or hospitality industry is an advantage.