Knowledge Analyst_EN_HTL

With expert knowledge on the [Hotel or Flight or New Product] product, guide both new and existing Advisors on service-related best practices. - Liaise with the Service Solution Team and other Stakeholders to create and maintain customer- and service-oriented procedures - Work closely with relevant Team Leaders/Group Leaders to fully understand both Customer and Advisor pain points and inefficiencies which can be optimized. - Always question the status quo. There is always a better way of doing things. - Advocate the Trip.com culture and standards. - Assist with any ad hoc projects and tasks from Group Leaders/Managers where necessary.

Proficiency in both verbal and written English, fluency in any of IBU languages will be a plus. - Good computer skills and knowledge of Microsoft Office (Word, Excel, PowerPoint etc.) Positive and forward-thinking attitude, with a diligent and result-oriented approach to work. Willing to go out of your way to do the “right thing.” - Extremely effective in working independently by continuously moving forward, even without a clear direction. - Able to work under tight deadlines and pressure. - Experience of Project management in Operations, OTA, Business Analysis, or Quality Assurance at a large organization is preferable. - Knowledge in Travel business is a must (such as Hotel, Flight, Attraction and Activities and/or Back End or Operations systems). - Experience with Agile methodology and good understanding of Customer Journey, Customer Experience. - Strong knowledge of fundamental business concepts (e.g., operations research and statistical techniques). - Excellent problem-solving skills with ability to disaggregate issues, identify root causes and recommend solutions. - Ability to work with and effectively coach a diverse group of team members. - Highly pragmatic, focused on achieving outcomes and impact. - Entrepreneurial and proactively thinking about potential process improvements.