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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More about Hopper
At Hopper, we are on a mission to become the leading travel platform globally – powering Hopper’s mobile app, website and our B2B business, HTS (Hopper Technology Solutions). By leveraging massive amounts of data and advanced machine learning algorithms, Hopper combines its world-class travel agency offering with proprietary fintech products to bring transparency, flexibility and savings to travelers globally. We have developed several unique fintech solutions that address everything from pricing volatility to trip disruptions – helping people travel better and save more on their trips.
The Hopper platform serves hundreds of millions of travelers globally and continues to capture market share around the world. Ranked the third largest online travel agency in North America, the Hopper app has been downloaded over 120 million times and has become largely popular among younger travelers – with 70% of its users being Gen Z and millennials.
While everyone knows us as the Gen Z and Millennial travel app, Hopper has evolved to become much more than that. In recent years, we’ve grown into a global travel agency and travel fintech provider that powers some of the world’s largest brands.
Through HTS, our B2B division, the company supercharges its partners’ direct channels by integrating our fintech products on their sites or powering end-to-end travel portals. Today, our partners include leading travel brands like Capital One, Nubank, Air Canada and many more.
Here are just a few stats that demonstrate the company’s recent growth:
Hopper sells billion worth of travel and travel fintech every year. In 2023, over 1.3 billion trips were planned through the Hopper app and our HTS partnerships.
Our fintech products – including Price Freeze, Flexibility for Any Reason and Flight Disruption Assistance – have exceptionally strong CSAT because the terms are always clear, and customers receive instant, no-questions-asked resolutions.
Almost 30% of our app customers purchase at least one fintech product when making a booking; and consumers are 1.6x more likely to repurchase if they add fintech to their booking vs if they booked just travel.
Given the success of its fintech products, Hopper launched a B2B initiative, HTS (Hopper Technology Solutions), which represents more than 50% of the business.
Through HTS, any travel provider (airlines, hotels, banks, travel agencies, etc.) can integrate and seamlessly distribute Hopper’s fintech or travel inventory on their direct channels. As its first HTS partnership, the company partnered with Capital One to co-develop Capital One Travel, a new travel portal designed specifically for cardholders. Other HTS partners include Air Canada, Uber, CommBank, Nubank, Flair Airlines with many more in the pipeline.
Featured in Apple’s Best of the App Store list of Essential Travel Apps in 2023 and recognized by the likes of Fast Company’s Most Innovative Companies, Hopper has been downloaded over 120 million times and continues to have millions of new installs each month. Hopper is now the #3 largest online travel agency in North America and 70% of our app customers are Gen-Z and millennials travelers.
Hopper has raised over $750 million USD of private capital and is backed by some of the largest institutional investors and banks in the world. Hopper is primed to continue its acceleration as the world’s fastest-growing mobile-first travel marketplace.
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