Operations Specialist

About the role

Serve as the primary point of contact for Online Travel Agency (OTA) partners and corporate travel platform clients, providing timely support for customer inquiries and operational requests. You will monitor the end-to-end lifecycle of B2B travel bookings, proactively identify and resolve operational exceptions, and deliver professional, accurate, and efficient customer support in English and Chinese.

Key responsibilities

• Serve as the primary point of contact for OTA partners and corporate travel platform clients, providing timely support for customer inquiries and operational requests
• Assist clients in resolving platform-related issues, including ticket issuance exceptions, refund and ticket change policy inquiries, API integration and connectivity troubleshooting, and billing reconciliation discrepancies
• Deliver professional, accurate, and efficient customer support in English and Chinese, ensuring a high level of service and customer satisfaction
• Coordinate with internal teams and external partners to resolve operational issues promptly
• Monitor the end-to-end lifecycle of B2B travel bookings and proactively identify and resolve operational exceptions
• Process after-sales requests, including ticket refunds, rebooking, ticket changes, and order cancellations, in accordance with company and supplier policies
• Record and analyze the root causes of operational exceptions, prepare daily and weekly operational reports, and provide data-driven insights and recommendations
• Maintain and continuously improve Standard Operating Procedures (SOPs) and Frequently Asked Questions (FAQ) knowledge base
• Assist in organizing and analyzing operational data, including key performance indicators (KPIs) such as order volume, exception rate, refund and change rate, and customer satisfaction metrics
• Proactively identify recurring operational issues, system defects, and process gaps, and collaborate with Product and Technology teams to drive continuous system and workflow improvements

About you

• Minimum 1 year of experience in customer service, helpdesk support, software/IT technical support, or related operations roles
• Experience in supporting enterprise (B2B) clients, client operations, or platform operations, with the ability to communicate professionally and handle client issues effectively
• Excellent written and verbal communication skills with the ability to effectively support and communicate with international clients
• Proficient in Microsoft Excel and Google Sheets, with the ability to organize data, prepare reports, and perform basic data analysis
• Familiarity with backend management systems and workflow management platforms, including admin portals, payment systems, risk management systems, or similar operational tools
• Understanding of basic API concepts and the ability to read and interpret API error responses to assist with basic troubleshooting
• Ability to efficiently operate multiple work tools simultaneously, including customer support systems, instant messaging platforms, document management tools, and data dashboards
• Strong problem-solving skills, logical thinking, attention to detail, and excellent communication and coordination abilities
• Able to manage multiple tasks effectively in a fast-paced environment
• Willing to work on a rotating shift schedule and support 24/7 operations, including weekends and public holidays