What are the responsibilities and job description for the CC Workflow Coordinator position at Travix?
Job Purpose
As the CC Workflow Coordinator, you are responsible to keep our guided workflows for our agents up to date. These workflows will ensure that our customer service agents are taking the right decisions in supporting our customers worldwide. To ensure that your flows are always up to date you have a cadence in which you check your flows, and you are in close contact with the most important stakeholders to detect changing circumstances. You will be the point of contact for the contact centers for the Guided Workflows.
Key Responsibilities
- Maintaining and improving the agent guided workflows via a periodical evaluation cadence according to set standards
- Ensure you are up to date on all market/business circumstances by connecting frequently with relevant stakeholders such as implementation managers, product owners & business support
- Make adjustments to the agent guided workflows based on received feedback input from relevant stakeholders.
- Make adjustments to the solution articles & flows
- Provide support in creating new agent guided flows
- Administrate that the usage of the agent guides workflow is properly reported
What you bring to the table
- 1 year of working experience in a international company
- Experience with a CRM system (preferably Freshworks suite) and workflow tools is a definite plus
- You're ambitious, you always want to know more about your field and you look forward to continuous learning.
- You have the ability to quickly adapt to rapidly evolving and changing business priorities.
- You have a convincing personality
- Fluent written and spoken English is essential
What you can expect from us
- Competitive salary and other amazing benefits, such as covered travel costs, discounted ongoing cancellation / travel insurances and a bike plan.
- 30,5 days of paid leave, so plenty of time to enjoy your global travel
- Many internal development courses to keep on learning and growing.
- An environment where you can keep a healthy work-life balance: even when we can go back to the office to collaborate as teams, you will still continue having a balance between working from home and from the office.
- Flat hierarchy where your voice can be heard, welcomed and appreciated at all levels in the organization.
- A diverse, inclusive and multicultural working environment
- Top floor office in Amsterdam (close to Central Station) with an amazing view!
- Free fruit, company bar (free beer!), team drinks and company events.
About Travix
Travix is one of the leading global online travel agencies, operating with four brands: CheapTickets, Vliegwinkel, BudgetAir and Flugladen. In 2020 we took our next step becoming part of the Trip.com Group family, one of the largest online travel companies in the world, consisting of Trip.com, Ctrip, Skyscanner, Make my Trip and Qunar. Travix currently operates in over 40 countries expanding in 5 continents, so a global mindset comes natural to us. Our purpose is ‘the next journey at your fingertips’ which goes for both our customers and employees. We bring together passionate people, global partners, and an innovative platform to deliver the best end-to-end booking experience for our customers.
Make your career at Travix
At Travix, everyone is welcome. Our global team has over 40 different nationalities and we embrace everyone’s authenticity. We have proven to grow people internally, we are proud of our passionate company culture and we love to dream big. Ever since our company was founded, our aim has been to create a work environment where people can thrive, be creative and ultimately build their own legacy within the company. More now than ever we are at a pivotal moment in our company’s existence: where we are preparing for when the world is ready to travel again. With cutting-edge technology, strong partnerships, a strategic vision and the resources and stability of the Trip.com Group, we provide an international playground where our employees can truly impact the future of traveling.
To accelerate this momentum, we're looking to grow our team. If you share the same values as we do, you are just as passionate and ready to build your own legacy, then there is plenty of room here at Travix.
Ready to start your own Travix journey?
Think you have what it takes? Then, we would love to hear from you.