Agent Support Supervisor

ATI Business Group; Jakarta Pusat; On-site; IDR 89,280,000 - 133,920,000; Full time

Job summary

ATI Business Group is seeking an Agent Support Supervisor to act as the main escalation point for client communications with retail agents and suppliers. You will mentor the team, ensure guideline compliance, and manage multi-channel service quality with a focus on English-language excellence.

Your role includes overseeing reservations, coordinating supplier interactions, and maintaining SLA adherence, while preparing performance updates for business decisions.

Qualifications

• Minimum 3 years in Customer Service across Chat, Email and Phone.
• Excellent written and spoken English.
• Ability to mentor and guide team members.
• Strong problem-solving and analytical skills.
• Flexible with working hours and locations (BSD, South Tangerang or Central Jakarta).

Responsibilities

• Oversee daily communications with retail agents regarding reservations and inquiries.
• Coordinate supplier interactions to ensure service standards.
• Review bookings for accuracy and policy compliance.
• Provide guidance to team on complex reservations and procedures.
• Ensure transactions and SLAs are followed and monitor performance metrics.
• Serve as escalation point for issues and service recovery cases.
• Prepare operational reports and performance trend analyses.

Skills

Customer service

Multichannel handling

English communication

Analytical thinking

Team mentoring

Job description

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 to have an excellence 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 ATI's Journey

At ATI Business Group, we bring unparalleled knowledge of the travel and hospitality industry to every aspect of our clients' businesses. Through operational expertise, innovative technology, and exceptional talent, we deliver solutions that optimize operations, elevate customer experiences, and accelerate business growth.

Since 2002, we've grown into a global team of 2,000+ professionals, partnering with leading travel and hospitality organizations worldwide. Our people are at the heart of everything we do, helping businesses scale, adapt, and grow while creating meaningful career opportunities along the way.

Join us and help shape the future of travel and hospitality.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.