Agent Support Supervisor

ATI Business Group; Indonesia; On-site; IDR 89,280,000 - 111,600,000; Full time

Job summary

ATI Business Group is seeking an Agent Support Supervisor in Indonesia. In this role, you will manage communications with retail agents and suppliers to ensure operational efficiency. You will supervise a team, ensuring that booking processes comply with company standards.

The ideal candidate will have at least 3 years of experience in customer service, possess excellent English communication skills, and be adept at multitasking. Flexibility in working hours and locations is required.

Qualifications

• Minimum 3 years of working experience in Customer Service.
• Capable of managing chats, emails, and calls simultaneously.
• Comfortable working under established guidelines and service standards.

Responsibilities

• Oversee daily communications with retail agents.
• Supervise interactions with suppliers.
• Review clients' travel booking itineraries for accuracy.
• Provide guidance on complex reservations.
• Monitor team performance against operational metrics.
• Act as point of escalation for reservation-related issues.

Skills

Excellent communication skills in English

Strong analytical and logical thinking skills

Multitasking in a fast-paced environment

High attention to detail

Collaborative teamwork

Job description

Role of Purposes:

As an Agent Support Supervisor at ATI Business Group, you will act as the main escalation point for associated handling and email communications with clients' retail agents, as well as calls and emails with clients' suppliers. They will also be responsible for ensuring guideline compliance and providing mentoring to the team. This role will require you to have excellent English spoken and written skills to be able to perform effectively.

Key Responsibilities

• Oversee and manage daily communications with retail agents regarding reservation inquiries, booking changes, escalations, and travel-related concerns, ensuring timely and professional resolution.
• Supervise and coordinate interactions with suppliers through chat, email, and phone channels to maintain service quality, operational efficiency, and supplier compliance with agreed service standards.
• Review, process, and monitor clients' travel booking itineraries, ensuring accuracy, completeness, and adherence to company policies and supplier requirements.
• Provide guidance and support to team members on complex reservations, operational procedures, and customer service best practices.
• Ensure all booking transactions, documentation, and operational activities are completed in accordance with established procedures, service level agreements (SLAs), and quality standards.
• Monitor team performance against operational metrics, identify areas for improvement, and implement corrective actions when necessary.
• Act as the first point of escalation for reservation-related issues, supplier disputes, system limitations, and service recovery cases.
• Prepare and maintain operational reports, performance updates, and trend analyses to support business decision-making and continuous improvement initiatives.

Is this you?

• Minimum 3 years of working experience in Customer Service, specifically in handling multi channels such as Chat, Email, and Phone Call.
• Capable of multitasking in a fast-paced environment, managing chats, emails, and calls.
• Excellent communication skills in English, both written and spoken.
• Strong analytical and logical thinking skills.
• Ability to work collaboratively with team members and guide them effectively.
• Comfortable working under established guidelines and service standards.
• High attention to detail and accuracy in processing tasks.
• Flexible with working hours to support business needs (shift work arrangement).
• Flexible with the placement (BSD, South Tangerang or Harmoni, Central Jakarta).

Be Part of the ATI Journey

Our aim at ATI Business Group in working with our clients is to support their continued growth by providing cost-effective technology and talented & scalable people resources on demand. ATI’s singular focus on providing services to the travel and hospitality business communities across the globe has been a remarkably successful one. Since commencing in 2002, we now have over 1,300 employees providing services to our clients worldwide.