Customer Care Accommodation Team Leader

PT Global Tiket Network; Daerah Khusus Ibukota Jakarta; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A leading online travel agent in Indonesia is looking for a Team Leader to manage and improve the Accommodation Team's performance. This role involves resolving customer complaints, ensuring adherence to performance metrics, and leading a dynamic team dedicated to enhancing service quality and customer satisfaction. The ideal candidate will have leadership experience, strong analytical skills, and a passion for customer service, with a commitment to continuous improvement in the accommodation services provided.

Qualifications

• Min 1-2 years in a similar scope of work/Team Leader experience.
• Fluent in Indonesian and English.
• Experienced in accommodation business processes and contact center operations.

Responsibilities

• Maximize resolution of accommodation-related complaints and requests.
• Monitor team productivity and ensure compliance with SLAs.
• Report issues to management for service improvement.

Skills

Leadership

Analytical Skills

Critical Thinking

Negotiation

Coaching

Presentation Skills

Education

D3 from any educational background

Tools

Microsoft Office

Job description

We think you also hate when travel app is giving you a headache, right? A slight misinformation can ruin the trip.

That is exactly what we are tackling as t-fam! Making sure that our 50+ million users have the best experience in crafting their own adventure.

#LI-PU1

Responsible to ensure the Accommodation Team running well as per agreed KPI & SLA by being an intermediary between the operational functions of customer service and Customer Care Accommodation Management, to provide insights for Customer Care management to formulate the strategies to increase customer satisfaction

Your main duties in flying with us:

• Maximizing the resolution of complaints and requests of Accommodation (Hotel & Homes) customers to support the achievement of the Accommodation (Hotel & Homes) team's targets.
• Monitoring every request and complaint of Accommodation (Hotel & Homes) customers, analyzing cases, providing settlement solutions and recovering to achieve customer satisfaction.
• Manage Accommodation (Hotel & Homes) teams performance by ensuring that issues handling related to Accommodation (Hotel & Homes) can run according to targets to achieve excellent service.
• Monitoring the productivity of team in accordance with the specified SLA targets by providing forecast for workforce planning and scheduling.
• Report the results of the development of each issue related to Accommodation (Hotel & Homes) received to the Customer Care Accommodation Asst Manager/Manager for service improvement.
• Identifying and instilling best practice, processes and systems and driving a continuous improvement environment
• Regularly review & evaluate the current Standard Operating Procedure (SOP) to ensure compliance with best practice in the operations
• Coordinate with partners / 3rd parties to solve occurring issues

Mandatory belongings that you must prepare:

• Min 1-2 years in the same or similar scope of work/Team Leader
• Minimum D3 from any educational background
• Having strong leadership and highly motivated
• Have a good understanding of Contact Center metrics, both from Process and People
• Have a good understanding of Accommodation Business Process flow
• Fluent in speaking and writing, both in Bahasa and English
• Data driven, having good analytical skill and critical thinking, negotiation, coaching & presentation skills
• Strong willingness to learn new things and take up new challenges or having proven agility
• Experienced in project implementation in contact center
• Experienced and familiar with contact center operations
• Advanced Microsoft Office Skills is a must

From airlines, hotels, to event organizers, 21.5% of businesses run in Indonesia depends on tourism. However, Indonesia needs our help to build adequate infrastructure to maximise its potential. Maximising the country’s digital growth and penetration, we want to open Indonesians window to the world, and also the world’s window to Indonesia. Our purpose is to become the most consumer centric Online Travel Agent (OTA) simplifying tourism using the technology that we develop. Our mission is to make Indonesia a prosperous nation through tourism, by strategically partnering with local and international travel and tourism businesses.

To become the most consumer-centric company, we invest in continuous innovation to simplify and revolutionize tourism using the technology that we build for more than 17 million of our growing users globally. We are the go-to online market place for product and services that covers flight, hotel, car rental, event and attractions, train, and airport transfer bookings. In 2019, we were announced as the fastest growing Online Travel Agent (OTA) in the world by SABRE.

By January 2020, our business experienced a massive growth. We are currently partnering with more than 80 airlines, more than 500,000 local and international hotels, 150 Car rental providers, more than 1000 B2B Corporate partners, and we are also the leading events ticket box in Indonesia with more than 3000 event partners and 900+ attraction site partners.

From airlines, hotels, to event organizers, 21.5% of businesses run in Indonesia depends on tourism. However, Indonesia needs our help to build adequate infrastructure to maximise its potential. Maximising the country’s digital growth and penetration, we want to open Indonesians window to the world, and also the world’s window to Indonesia. Our purpose is to become the most consumer centric Online Travel Agent (OTA) simplifying tourism using the technology that we develop. Our mission is to make Indonesia a prosperous nation through tourism, by strategically partnering with local and international travel and tourism businesses.

To become the most consumer-centric company, we invest in continuous innovation to simplify and revolutionize tourism using the technology that we build for more than 17 million of our growing users globally. We are the go-to online market place for product and services that covers flight, hotel, car rental, event and attractions, train, and airport transfer bookings. In 2019, we were announced as the fastest growing Online Travel Agent (OTA) in the world by SABRE.

By January 2020, our business experienced a massive growth. We are currently partnering with more than 80 airlines, more than 500,000 local and international hotels, 150 Car rental providers, more than 1000 B2B Corporate partners, and we are also the leading events ticket box in Indonesia with more than 3000 event partners and 900+ attraction site partners.

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