Knowledge Analyst_EN_NP_KA(MJ037430)

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-orientated 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 be 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 plus; - Good computer skills and knowledge of Microsoft Office (Word, Excel, PowerPoint etc.); Positive and forward-thinking attitude, with a diligent and result-orientated 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 managements in Operations, OTA, Business Analysis, or Quality Assurance at a large organization is preferrable; - Knowledge in Travel business is a must (such as Hotel, Flight, Attraction and Activities and/or Back End or Operations systems); - Experiencing with Agile methodology and good understanding in 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.