Customer Operations Analyst

About the Position

Dyninno is a group of companies providing products and services in the travel, finance, entertainment, and technology sectors in 50+ countries. The company develops and implements innovations and technology in its products. Thanks to that, casting professionals quickly find true talent, travelers get the best ticket prices for flights from over 70+ airlines in a fraction of a second, and clients have access to loan products and financial instruments in just one click from anywhere in the world.

Trevolution Group focuses on agency sales of airline tickets and travel services to both retail and corporate clients. It manages the brands ASAP Tickets, Skylux Travel, Dreamport, International Travel Network, as well as several online services. It specializes in “visiting friends and relatives” forms of travel. The company was founded in 2004 in San Francisco.

As a Customer Operations Analyst, you will play a critical role in bringing insights into our post-sale customer operations, initiate improvements and optimizations and drive these initiatives into results.

Responsibilities

• Oversee, control and monitor customer satisfaction & loyalty metrics such as NPS, CSAT, CES;
• Monitor the efficiency of customer operational metrics and deep dive when it’s required;
• Communication channels (emails, phone, SMS etc) & Self-Service portal analysis and efficiency;
• Monitor and analyze key performance metrics, identifying trends and making recommendations for improvements to increase efficiency and customer satisfaction;
• Come up with new optimization ideas, suggestions and actively participate in its realization;
• Collaborate with different product teams to on execution improvements and features;
• Work closely with other internal customer operation teams.

Requirements

• Bachelor’s degree in business, operations management or related field;
• Experience in e-commerce, travel or customer operations/support is a plus;
• Excellent analytical skills with the ability to identify and correlate metrics relevant to customer operations;
• Ability to think strategically, with a focus on both short-term tactics and long-term business objectives;
• Excellent English communication and presentation skills, with the ability to effectively influence stakeholders;
• Advanced IT knowledge and capabilities and ability to quickly learn and perform in new software & tech environments;
• Passion for the travel industry and a customer-centric mindset.

Salary

The salary range for this position is from 2110 EUR Gross to 2800 EUR Gross per month.

We Offer

• Be a part of a top-tier team, work on projects that reach millions worldwide, and create complex in-house products and solutions;
• Learn and exchange ideas in lectures and workshops led by colleagues and team leads;
• Get health benefits: fully covered health insurance after end of the trial period (dentistry, out-patient treatment, mental health, medicine, etc.), well-being activities, vaccination days;
• Enjoy employee discount programs and have fun at monthly internal activities and celebrations;
• Work from a modern and well-equipped office in the center of Riga, with parking space for bikes and scooters, fresh fruits and coffee on a daily basis.

About the Company

We care for your wellbeing and have made our workplace as inclusive as possible:

• Convenient location in the centre of Riga

• Modern open office space with a new AC system for comfortable working conditions

• Office access 24×7 in case you catch inspiration at a late hour

• Plenty of conference rooms on each floor for productive meetings

• Common spaces with cozy sofas to take a pause with your mates

• Kitchen rooms with spacious refrigerators, microwaves and coffee & tea

• Board games, table tennis & novuss for a healthy competitive spirit

• Fresh fruit every day for a great mood

• A secure bicycle parking space inside the office building

Apply for a Job

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Let us know if you are interested! We will contact you and maybe soon you will be here at our office, drinking great coffee!