Customer Care Accommodation Team Leader

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

Job summary

A leading travel app company is seeking a dedicated Team Leader to enhance customer satisfaction for Accommodation services. The role involves maximizing complaint resolution, managing team performance, and implementing best practices. Ideal candidates will have strong leadership skills and a background in contact centers. Join us to ensure our users enjoy seamless travel experiences!

Qualifications

• Minimum 1-2 years in a similar role or as a Team Leader.
• Fluent in both Bahasa and English.

Responsibilities

• Maximize resolution of complaints from Accommodation customers.
• Monitor team productivity in accordance with SLA targets.
• Identify and implement best practices for service improvement.

Skills

Leadership

Analytical

Negotiation

Coaching

Presentation

Agility

Education

D3

Tools

Microsoft Office

Job description

We believe you also dislike when a travel app causes headaches. A small misinformation can ruin the trip. That is exactly what we are tackling at t-fam! We aim to ensure that our 50+ million users have the best experience in crafting their own adventure.

Your Main Duties in Flying With Us

1. Maximize the resolution of complaints and requests from Accommodation (Hotel & Homes) customers to support the achievement of the team’s targets.
2. Monitor every request and complaint from Accommodation (Hotel & Homes) customers, analyze cases, provide settlement solutions, and recover to achieve customer satisfaction.
3. Manage Accommodation (Hotel & Homes) team performance by ensuring issues related to accommodation can be handled according to targets to deliver excellent service.
4. Monitor team productivity in accordance with SLA targets by providing forecasts for workforce planning and scheduling.
5. Report on the development of issues related to Accommodation (Hotel & Homes) received to the Customer Care Accommodation Assistant Manager/Manager for service improvement.
6. Identify and implement best practices, processes, and systems, fostering a continuous improvement environment.
7. Regularly review and evaluate the current Standard Operating Procedures (SOP) to ensure compliance with operational best practices.
8. Coordinate with partners and third parties to resolve issues as they arise.

Mandatory Qualifications and Skills You Must Prepare

• Minimum 1-2 years in a similar role or as a Team Leader.
• Minimum D3 education from any background.
• Strong leadership skills and high motivation.
• Good understanding of contact center metrics, both process and people-focused.
• Familiarity with Accommodation Business Process flow.
• Fluent in speaking and writing in both Bahasa and English.
• Data-driven with good analytical, critical thinking, negotiation, coaching, and presentation skills.
• Willingness to learn new skills and take on challenges, demonstrating agility.
• Experience in project implementation within contact centers.
• Familiarity with contact center operations.
• Proficient in Microsoft Office applications.