Specialist-Processes

As a Process Specialist you are responsible to own and have the full overview of end to end process flows within the assigned area of responsibility. Starting from the moment we receive a customer inquiry and up to the case resolution as well as the cross departmental alignment, you need to be the first point of contact within the departments of Customer Services Organization, in order to identify the impact of a proposed launch/change from a people perspective (customer and/or user-agent) on how things should work in case of an overlapping responsibility area with another department. This role also gives the opportunity to undertake and roll out quick fixes and updates within the current
processes of Customer Services.

Duties and Responsibilities:

• Challenge the status quo
• Have a 360° overview of different Customer Services workflows and tools used, and be in position to identify dependencies and raise red flags whenever needed.
• Map out the entire assigned flows end-to-end, from the moment a customer inquiry is received up to the case resolution across the different tools/systems used.
• Identify bottlenecks, low hanging fruits, areas of improvement & address them with Organizations Stakeholders to conduct a plan to overcome the issue we face
• Drive changes to increase efficiency & improve customer experience.
• Make sure that the knowledge base is always up-to-date with the most recent versions of processes/guidelines, written in a user-friendly way.
• Monitor reporting, analyze data and assess if expected process update outcome is delivered, and if not, identify root cause and adjust the flow accordingly.

Requirements

• Excellent Communication skills
• Previous experience within the flight travel industry, along with a strong knowledge of various post-booking platforms, portal usage, and an in-depth understanding of differentiated flight content like GDS and LCC connections, is beneficial to the role.
• Previous working experience with Six Sigma (6σ) or any other Process optimization techniques
• Ability to create a flow representation (mapping) of a process
• Ability to see the whole end-to-end picture, always taking into consideration our different locations and departments involved.
• Ability to follow a methodology and enhance as we develop as an organization
• Excellent organizational skills and high attention to detail
• Strong critical thinking and curiosity for solving complex problems.
• Strong communication and cross-departmental cooperation skills as well as customer oriented mindset.
• High Sense of urgency and accountability skills.