Customer Engagement, Business Partner

Join our family today.Together, We'll Make Travel Better.What You'll Be Doing -1. Partner Onboarding and TrainingCoordinate and manage the end-to-end onboarding process for new partners, ensuring all requirements are met accurately and on time including hardware delivery, ecommerce setup, admission instruction sharing and related documentation.Facilitate training sessions to ensure new partners understand and fully comply with the admission process.Conduct periodic refresher training for existing partners to reinforce operational procedures and guidelines.2. Customer services and quality controlBuild and maintain strong relationships with partners on the operational side.Respond to operational issues and partner inquiries promptly and professional, providing accurate information and assistance.Investigate and resolve customer complaints and concerns, ensuring a positive outcomes and customer satisfaction.Manage the refund process adhering to company policies and procedures.Monitor customer feedback and take necessary improvement actions to enhance service delivery.Implement quality control measures to ensure service excellence and consistency across all partner locations.Identify opportunities and improve service level to minimize refund requests.3. Master Data ManagementInput and update data into Master Data Management system with a high level of accuracy.Assist in enhancing the structure of the data, its accuracy and effectiveness, the current setup and reporting.Conduct regular audits of data to identify discrepancies and implementing corrective actions.Collaborate with cross-functional departments to gather necessary data and support organizational objectives.4. Marketing CoordinationPrepare, update and maintain marketing material for third-party lounges.Coordinate with cross-functional departments to ensure timely delivery and accuracy of marketing content.About you -Bachelor’s degree in Business Administration, Marketing, Operations Management, Hospitality, or a related field.Proven 4 – 8 years’ experience in customer services or marketing roles. A similar role with expertise in travel, lounge management, or hospitality will be an advantage.Strong proficiency in MS Office suite especially with Excel and familiar with e-commerce platform is a plus.Excellent command in English and Chinese (Mandarin),Attention to detail ensuring high level of accuracy and accountability in data management and reporting.Knowledge of customer feedback mechanisms and the ability to translate feedback into actionable improvements.Ability to conduct partner training sessions and facilitate onboarding for new 3PL partners.