Customer Care Accommodation Team Leader

tiket.com; Daerah Khusus Ibukota Jakarta; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

Une entreprise dynamique dans le secteur des voyages recherche un Team Leader en Services d'Hébergement. Vous serez responsable de la gestion des plaintes des clients, de l'analyse des performances de l'équipe et de l'amélioration continue des processus. Ce poste requiert des compétences en leadership, une bonne compréhension des métriques des centres de contact et une capacité à travailler sous pression. Si vous êtes motivé et prêt à relever des défis, rejoignez-nous!

Qualifications

• 1-2 ans d'expérience dans un rôle similaire ou en tant que Team Leader.
• Compréhension des métriques et processus des centres de contact.
• Fluent en Bahasa et en anglais, à l'oral et à l'écrit.

Responsibilities

• Maximiser la résolution des plaintes et demandes des clients.
• Gérer la performance de l'équipe pour assurer un service de qualité.
• Identifier et mettre en œuvre des meilleures pratiques.

Skills

Leadership

Analyse

Négociation

Coaching

Présentation

Education

D3 ou équivalent

Tools

Microsoft Office

Job description

Join Our Team as a Team Leader in Accommodation Services

We understand how a bad travel app experience can ruin a trip. At t-fam, we aim to ensure that our 50+ million users have the best experience in crafting their own adventures.

Responsibilities:

• Maximize resolution of complaints and requests from Accommodation (Hotel & Homes) customers to support team targets.
• Monitor customer requests and complaints, analyze cases, provide solutions, and recover customer satisfaction.
• Manage team performance to ensure issues are handled efficiently, achieving excellent service standards.
• Monitor team productivity against SLA targets, providing forecasts for workforce planning and scheduling.
• Report on issues related to Accommodation services to the Customer Care Accommodation Assistant Manager/Manager for service improvement.
• Identify and implement best practices, processes, and systems to foster continuous improvement.
• Regularly review and evaluate SOPs to ensure compliance with operational best practices.
• Coordinate with partners and third parties to resolve issues promptly.

Mandatory Qualifications:

• 1-2 years of experience in a similar role or as a Team Leader.
• Minimum D3 education from any background.
• Strong leadership skills and motivation.
• Good understanding of Contact Center metrics, processes, and people management.
• Knowledge of Accommodation Business Process flow.
• Fluent in Bahasa and English, both spoken and written.
• Data-driven with good analytical, negotiation, coaching, and presentation skills.
• Willingness to learn and adapt to new challenges.
• Experience in project implementation within contact centers.
• Familiarity with contact center operations.
• Proficiency in Microsoft Office.

In case of no updates after 3 weeks, your data will be retained, and we may contact you for other opportunities. Discover more about tiket.com on Instagram, LinkedIn, or YouTube.