Agent Support Supervisor

ATI Business Group; Tangerang; On-site; IDR 200,880,000 - 267,840,000; Full time

Job summary

ATI Business Group is seeking an Agent Support Supervisor to lead the multi-channel support team, handling client communications via chat, email, and phone, and liaising with suppliers to ensure service standards.

You will mentor the team, monitor SLAs, and escalate complex reservation issues, while maintaining strict guideline compliance and accurate documentation across operations. This role offers shift work and possible placement in BSD, South Tangerang or Harmoni, Central Jakarta.

Qualifications

• Minimum 3 years of working experience in Customer Service across Chat, Email, and Phone.
• Excellent written and spoken English.
• Ability to multitask in a fast-paced environment while guiding a team.
• Strong analytical and logical thinking with attention to detail.

Responsibilities

• Oversee daily communications with retail agents regarding reservations, inquiries, changes, escalations and travel concerns.
• Coordinate interactions with suppliers via chat, email, and phone to ensure service quality and compliance with standards.
• Review and monitor clients' travel itineraries for accuracy and policy adherence.
• Provide guidance and mentorship to team members on reservations and procedures.
• Ensure all transactions and documentation follow SLAs and quality standards.
• Monitor team performance, identify improvements, and implement corrective actions.
• Act as first escalation point for reservation issues, supplier disputes, and system limitations.
• Prepare operational reports and performance analyses to support decision-making.

Skills

Customer service

Multi-channel communication

English proficiency

Team leadership

Analytical thinking

Attention to detail

Shift work

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 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 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 1,500 employees providing services to our clients worldwide.

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.