Category: International Business Unit - IBU

Location: Shanghai or Guangzhou China

Role Overview

This position is created to support the Trip.com strategic growth aspirations. He/she will primary work to analyze industry dynamic, to identify market trends and development opportunities by collecting, analyzing market/industry data, and to assist in coordinating on the process for customer support team.

Core Responsibilities

Competitor Analysis - 80%

• Regularly track and update the trend of macro-environment (such as website design, policy), industry evolvement, market.
• Share evolution and key competitors' movement, etc. for existing product lines.
• Experience and analyze the accuracy and comprehensiveness of product, as well as the convenience from user’s point of view, so as to ensure that tourism products are worth the user to trust.
• Experience and analyze the service process, develop a professional research plan, and optimize the service process based on the research result to ensure the smoothness and convenience.
• Professional approach to working with colleagues across different departments, countries, at all levels, in both distributed and local teams. Results orientated with a bias for action, taking responsibility and owning delivery.
• Prepare monthly and quarterly reports.

QA Supervisory Control- 20%

• Provide Ops team with a holistic view of performance and identify the levers which will drive performance improvements.
• Support CS quality assurance related data analysis and/or individual customer support snap check.
• Support internal communication on business performance and strategy for senior management.
• Perform other duties as required.

Key Qualifications and Experience

• 5+ years call center management working experience, OTA industry or outsourcing call center industry is preferred.
• Good analytical skills and logical thinking.
• Strong initiative and result orientation. Ability to work independently under limited resources and to initiate clear courses of actions. Ability to deliver quality results under time pressure.
• Attention to details.
• Have project management, social media management experience and familiar with NPS and other scoring system management experience is preferred.
• Native fluency in Cantonese and full professional proficiency in English.
• Mature, sophisticated attitude / behavior to handle relationship with different levels within the organization and external contacts independently.