CS Travel Operations Specialist - Hopper

Job Title: CS Travel Operations Specialist
Job Location: Kuala Lumpur, Malaysia
Job Listing URL: https://jobs.lever.co/hopper/652240f7-e1a1-485b-bd44-746c2ebf9d1f
Job Description: Customer obsession is at the heart of Hopper. We always have the customer’s best interests at heart so when making decisions we start with the customer and work backwards. We believe that every interaction before, during and after booking travel should earn our customer’s trust and loyalty.

Travel Operations Specialists act as helpful experts for the CS team and Hopper users. It is essential that you are passionate about the success of travel support agents and the happiness of Hopper users. The ideal candidate will have a solid understanding of Hopper processes and guidelines as well as extensive travel knowledge.

As a Hopper Travel Operations Specialist you will be the go-to person for managing customer support escalations and involved with day-to-day consumer and HTS travel agency operations. This will include but is not limited to the following areas: air, hotel, social media, back office fulfillment, and rapid response (irregular operations).
Responsibilities
To serve as an intake representative responsible for documenting incidents, managing customer service escalations, and drafting SOPs to help mitigate future disruptions to customers
As instructed and trained on demand, monitor multiple queues which can range from automation errors to same day voids/cancellations
Interpreting travel advisories to manage workflows that process large volumes of schedule changes due to disasters
Leverage phone, email and chat portals to communicate with airlines, hotel providers, HTS partners and/or Hopper customers to obtain additional knowledge to resolve escalated travel concerns, providing the best outcome for users
Servicing a wide variety of bookings which can include net fares, multi-ticket, commissions all on the same PNR
Going above and beyond to assist our customers in anyway possible even if that includes doing something you’ve never done before
Minimum Qualifications
Exceptional speaking and written communication skills in Cantonese, Mandarin, and English(Cantonese: Native, Mandarin, C2 (MCER) – English: CEFR C1+ or equivalent)
A minimum of 1 year in a user-facing or back of house airline industry or travel agency role
Active Registration as a Level 3 Travel Operator in Malaysia
Knowledge of fares, airlines contracts, rules & regulations and ticketing
Knowledge of ticketing procedures for Airlines, Hotels and Ground transportation
Good geographical and industry knowledge with the ability to demonstrate specific excellence for the Malaysian market
Excellent computer skills, a willingness and an eagerness to excel at technical systems
A high level of understanding, patience and empathy to navigate difficult customer conversation with professionalism under pressure
Commitment to continuous growth and learning. You understand that every challenge is an opportunity and you get excited about learning new things
Preferred Qualifications
3+ years’ experience at a leisure or corporate travel agency and experience in domestic and international reservations or pass equivalent skills assessment
Sabre / Amadeus knowledge including building, pricing, ticketing and completing complex exchanges, refunds
Ability to adapt and overcome the challenges that come from working in the ever-changing travel industry
Major attention to detail and sound judgment to ensure every incident is handled and actioned appropriately in an environment with competing and changing priorities
Willingness to work a demanding schedule as customer and product needs may require
This may include non-traditional shifts such as being available to work both weekdays and weekends

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