Customer Service Associate

ATI Business Group; Jakarta Pusat, Tangerang Selatan; On-site; IDR 44,640,000 - 72,540,000; Full time

Job summary

ATI Business Group is seeking a Customer Service Associate to support travelers through their flight booking journey. You will resolve inquiries, handle refunds, and assist with preflight services, ensuring accurate and timely solutions.

The role requires 1–3 years in customer service, strong English (C1), and careful attention to detail. You will work on-site with rotating shifts in a 24/7 environment and collaborate with a dedicated customer-facing team.

Qualifications

• Bachelor's degree in any major is required.
• 1–3 years of proven experience in customer service, handling inquiries and complaints.
• Advanced English proficiency (C1) with strong written and verbal communication.
• High attention to detail when handling customer information, booking records, and data.

Responsibilities

• Handle and resolve customer inquiries and complaints regarding flight bookings, modifications, cancellations, and related services.
• Provide accurate and timely assistance using product knowledge in ticketing, refunds, and preflight services.
• Deliver high-quality customer support in English with clear and effective communication.
• Navigate booking platforms, verify transactional details, and identify discrepancies for accurate processing.
• Prioritize daily inquiries and ticketing issues while meeting SLA deadlines.

Skills

Customer service

Problem solving

Advanced English

Education

Bachelor's degree

Tools

Ticketing platforms

Job description

Passionate about the travel industry and creating positive experiences for others? Here's an opportunity to put your customer service skills and problem-solving abilities into action! If you enjoy helping people, navigating challenges, and making a difference through every customer interaction, we'd love to hear from you!

As a Customer Service Associate, you'll become part of our Customer Facing team, supporting customers of one of our valued clients throughout their flight booking journey. From handling ticketing inquiries to assisting with refunds and preflight services, you'll play an important role in ensuring customers receive accurate, timely, and helpful solutions.

Key Responsibilities

• Handle and resolve customer inquiries and complaints regarding flight ticket bookings, modifications, cancellations, and other related services.
• Provide accurate and timely assistance by utilizing product knowledge in ticketing, refunds, and preflight services.
• Deliver high-quality customer support in English, ensuring clear and effective communication with customers.
• Navigate booking platforms, verify transactional details, and identify discrepancies to ensure accurate processing and effective problem resolution.
• Prioritize and manage daily customer inquiries and ticketing issues efficiently while meeting established Service Level Agreement (SLA) deadlines.

Is this you?

• Bachelor's degree in any major.
• Minimum 1–3 years of proven experience in customer service, particularly in handling customer interactions, inquiries, and complaints.
• Advanced English proficiency (C1 level), with strong written and verbal communication skills.
• Strong analytical, logical reasoning, and problem-solving abilities, with the ability to assess situations and provide effective solutions.
• High attention to detail, particularly when handling customer information, booking records, and transactional data.
• Ability to manage strict deadlines, prioritize workloads, and work independently with minimal supervision.
• Willingness to work on-site at our Central Jakarta or BSD City office, depending on operational needs.
• Willingness to work flexible hours, including rotating shifts in a 24/7 operational environment.
• Previous experience in the travel industry or familiarity with ticketing processes is a strong advantage.

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.