Ops Monitoring Agent

Job Description

Job ID: MJ000150

About The Team

The Customer Care team keeps customers at heart. We deliver exceptional support, resolve inquiries, and ensure a seamless travel experience, building trust and loyalty with every interaction.

Job Summary

As an Associate Analyst, Customer Experience within the Customer Experience function, you'll be a key part of the customer-centric Customer Care team. Your work will focus on delivering high-quality multi-channel support to resolve customer inquiries and enhance their overall experience, aligning with the team's mission to build trust and loyalty through every interaction.

Job Responsibilities

• Provide customer service and support via phone, online chat, or text to address a high volume of low-complexity inquiries in a call center environment
• Resolve complex customer issues such as booking errors, payment disputes, and travel disruptions through detailed investigation and empathetic communication
• Serve as a liaison between customers and internal departments (including operations, payment processing, and partner travel providers) to ensure accurate and timely service delivery
• Deliver non-technical support in a walk-in service center, covering booking changes, cancellations, refund requests, and complaint resolution to maintain a positive customer journey
• Prioritize customer satisfaction by delivering prompt, courteous, and solution-oriented service in a fast-paced, high-volume setting
• Manage technical setup and access for Customer Care agents at Traveloka to support smooth daily operations
• Provide checking result summaries, and actively resolve or escalate customer requests/issues until full resolution is achieved
• Monitor and align tactical-strategic initiatives to ensure business decisions match department targets, including facilitating cross-functional team discussions
• Investigate root causes of issues, conduct analysis, and deliver clear conclusions for each case
• Create and maintain systematic data tracking for relevant metrics, including developing reporting standards, templates, and identifying business process improvements
  
  

Job Requirements

• Hold a bachelor's degree in Accounting/Finance, Industrial Engineering, Management, or a related field from a reputable university
• Possess excellent logic, analytical, and troubleshooting skills with the ability to work with complex large data sets
• Demonstrate strong interpersonal skills to manage day-to-day relationships and proactively engage with internal