Associate Business Operation Manager - Cruise Expert

• Serve as the primary source within the team for developing the SOP related to cruise transactions and case resolution processes
• Assist customer ops agents in resolving complex customer cases by providing guidance, expertise, and support throughout the resolution process
• Empower customer ops agents to handle cases independently by providing training and ongoing mentorship so it can reduce the customer ops agent dependency with other department and fasten customer resolution
• Collaborate with the team to identify trends, recurring issues and areas of improvement then proactively share them to the product team and CX team.
• Collaborate with CX team to ensure the SOP is updated and the material is consistency delivered to agents
• Act as a liaison between customer ops agents and other team to address customer concern and enhance the overall customer experience
• Stay informed about industry trends, new cruise offerings, and regulatory changes to provide accurate and relevant information to customer and internal team
• Monitor the cases that have a potential to impact the reputation of company and partner
• Create post-mortem documents to analyze and document the root causes of the critical customer cases and share insight recommendation to prevent future occurrences

• Minimum diploma or equivalent. Majoring in Tour Agency (Usaha Perjalanan Wisata), travel and tourism, hospitality management is preferred.

• In depth knowledge of various cruise lines, ships, destinations, and travel packages
• Strong knowledge of cruise operations, including booking procedures, reservation systems, and customer service standards.
• Certification from Cruise Line International Association (CLIA) or relevant training programs is a plus.
• Outstanding communication skills with the ability to collaborate with team members, customers, and external partners.
• Proficient in English, both written and verbal.
• Excellent problem-solving skills with the ability to analyze complex issues and develop effective solutions.

• Proven experience as cruise specialist, travel consultant or similar roles within the travel industry
• Flexibility to work non-traditional hours, including evenings, weekends, and holidays, based on customer demand.
• Flexibility to adapt to changing priorities and work in a fast-paced environment.

Traveloka