Join our family today.
Together, We'll Make Travel Better.
What You'll Be Doing -
1. Partner Onboarding and Training
- Coordinate and manage the end-to-end onboarding process for new partners, ensuring all requirements are met accurately and on time including hardware delivery, ecommerce setup, admission instruction sharing and related documentation.
- Facilitate training sessions to ensure new partners understand and fully comply with the admission process.
- Conduct periodic refresher training for existing partners to reinforce operational procedures and guidelines.
2. Customer services and quality control
- Build and maintain strong relationships with partners on the operational side.
- Respond to operational issues and partner inquiries promptly and professional, providing accurate information and assistance.
- Investigate and resolve customer complaints and concerns, ensuring a positive outcomes and customer satisfaction.
- Manage the refund process adhering to company policies and procedures.
- Monitor customer feedback and take necessary improvement actions to enhance service delivery.
- Implement quality control measures to ensure service excellence and consistency across all partner locations.
- Identify opportunities and improve service level to minimize refund requests.
3. Master Data Management
- Input and update data into Master Data Management system with a high level of accuracy.
- Assist in enhancing the structure of the data, its accuracy and effectiveness, the current setup and reporting.
- Conduct regular audits of data to identify discrepancies and implementing corrective actions.
- Collaborate with cross-functional departments to gather necessary data and support organizational objectives.
4. Marketing Coordination
- Prepare, update and maintain marketing material for third-party lounges.
- Coordinate with cross-functional departments to ensure timely delivery and accuracy of marketing content.
About you -
- Bachelor's degree in Business Administration, Marketing, Operations Management, Hospitality, or a related field.
- Proven 4 8 years experience in customer services or marketing roles. A similar role with expertise in travel, lounge management, or hospitality will be an advantage.
- Strong proficiency in MS Office suite especially with Excel and familiar with e-commerce platform is a plus.
- Excellent command in English and Chinese (Mandarin),
- Attention to detail ensuring high level of accuracy and accountability in data management and reporting.
- Knowledge of customer feedback mechanisms and the ability to translate feedback into actionable improvements.
- Ability to conduct partner training sessions and facilitate onboarding for new 3PL partners.
