CTrip 主頁

Key Roles and Responsibilities

This position is created to support Trip.com's strategic growth aspirations in service. The individual in this role will primarily work to collect and analyze customer preferences, identify market practices and development opportunities, and assist in coordinating processes for the customer service team.

Competitor Analysis - 80%

Market Research:

Ø  Collect and analyze practices regarding Trip.com's major competitors' customer service experiences in the JP market.

Ø  Monitor competitors' service models, customer feedback, and market movements.

Ø  Track and study the latest trends and technologies in the customer service experience field in the travel industry.

Customer feedback:

Ø  Collect and analyze customer feedback to understand customer needs and expectations by designing questionnaires and conducting user interviews.

Ø  Experience and analyze the user journey in the service process, identify pain points in customer service, and propose improvement suggestions based on the research results to ensure service smoothness and convenience.

Data Analysis:

Ø  Use data analysis tools and methods to organize and analyze user research data.

Ø  Generate detailed research reports providing valuable insights and recommendations.

Strategy Recommendations:

Ø  Propose strategies and solutions to improve Trip.com’s customer service experience based on research findings.

Ø  Collaborate with internal teams to implement the recommendations from the research results.

QA Supervisory control - 20%

Ø  Support internal communication on business performance and strategy for senior management.

Ø  Perform other duties as required. 

Qualifications

Ø  3+ years of relevant work experience within User Experience, OTA industry is preferred.

Ø  Excellent analytical and logical thinking skills, able to extract valuable information from data.

Ø  Strong communication and report writing skills, able to clearly convey research findings and recommendations.

Ø  Strong initiative and result orientation. Ability to work independently with limited resources and to initiate clear courses of action. Project management experience is preferred.

Ø  Native Japanese speaker with excellent verbal and written communication skills in English.