Customer Service Supervisor

ATI Business Group; Jakarta Pusat; On-site; IDR 180,000,000 - 360,000,000; Full time

Job summary

ATI Business Group mencari Senior Supervisor Manager Operasional Pelanggan untuk memimpin tim berperforma tinggi yang mendukung operasional ritel klien kami. Anda akan mengawasi beberapa fungsi tim, berkomunikasi dengan agen ritel klien, dan pihak pemasok melalui panggilan telepon dan email.

Peran ini menuntut kemampuan bahasa Inggris lisan dan tulisan yang sangat baik, kepemimpinan yang kuat, serta kemampuan memberi pelatihan dan meningkatkan kinerja tim untuk mencapai KPI dan standar

Qualifications

• Gelar sarjana dari universitas terkemuka.
• Profesional bahasa Inggris (CEFR C1) lisan dan tulisan, komunikasi jelas.
• Pengalaman memimpin tim minimal 5–10 anggota dengan coaching terkait kinerja.
• Berorientasi pelanggan dengan layanan unggul dan kemampuan relasi pemangku kepentingan.
• Komunikasi yang percaya diri dan keterampilan pelaporan yang kuat.
• Menguasai MS Office, terutama Excel, Word, dan PowerPoint; analitis.

Responsibilities

• Memimpin, membimbing, dan mengembangkan tim operasional yang berkinerja tinggi.
• Mengelola operasional harian untuk mencapai KPI, SLA, dan standar kualitas.
• Menangani komunikasi harian dengan klien mengenai operasional, reservasi, dan eskalasi.
• Meninjau, memproses, dan memantau itinerari pemesanan agar akurat dan patuh.
• Membangun hubungan dengan klien dan pemangku kepentingan melalui komunikasi rutin.
• Memberi pelatihan dan pedoman operasional untuk anggota tim.
• Memantau kinerja individu dan tim terhadap KPI, memberikan umpan balik dan rencana perbaikan.
• Pastikan semua transaksi pemesanan sesuai kebijakan perusahaan dan klien.
• Menganalisis kinerja operasional, identifikasi tren, dan inisiatif perbaikan.
• Mempersiapkan laporan operasional dan wawasan bisnis untuk keputusan.

Skills

Leadership

English communication

Stakeholder management

Coaching

Education

Bachelor's degree

Tools

MS Excel

MS Word

PowerPoint

Job description

DESKRIPSI PEKERJAAN

Do you have strong leadership skills and excellent English communication abilities? We're looking for an Customer Operations Senior Supervisor Manager to lead a high-performing team supporting our clients' retail operations.

In this role, you will oversee a team of several team functions who work closely with clients' retail agents and communicate with suppliers through phone calls and emails. You will drive team performance, ensure compliance with client guidelines and operational standards, provide coaching and mentoring to your team, and foster a culture of continuous improvement. As this is a client-facing role in a global environment, exceptional spoken and written English skills are essential to communicate effectively and build strong stakeholder relationships.

Key Responsibilities?

• Lead, coach, and develop a high-performing operations team by fostering a culture of accountability, collaboration, and continuous improvement.
• Oversee the day-to-day operations of the team, ensuring efficient service delivery and the achievement of business, operational, and client KPIs.
• Manage daily communications with clients' regarding operational matters such as:reservation inquiries, booking modifications, escalations, and travel-related concerns, ensuring timely, accurate, and professional resolution.
• Review, process, and monitor travel booking itineraries to ensure accuracy, completeness, and compliance with client requirements, company policies, and supplier guidelines.
• Build and maintain strong relationships with clients and key stakeholders through regular communication, proactive issue resolution, and effective stakeholder management.
• Provide coaching and operational guidance to team members on complex reservations, customer service excellence, operational procedures, and best practices.
• Monitor individual and team performance against established KPIs, SLAs, and quality standards, providing regular feedback, coaching, and performance improvement plans where required.
• Ensure all booking transactions, documentation, and operational processes comply with company policies, client guidelines,
• Analyze operational performance, identify trends and process improvement opportunities, and implement initiatives to enhance productivity, service quality, and customer experience.
• Prepare and present operational reports, performance metrics, and business insights to support decision-making and continuous operational excellence.

KUALIFIKASI MINIMUM

Is This You?

• Bachelor's degree from a reputable university
• Professional English proficiency (minimum CEFR C1) with excellent verbal and written communication skills, including the ability to interpret and communicate complex instructions accurately.
• Proven leadership experience managing teams of minimum 5–10 or more members, with a demonstrated ability to coach, develop talent, drive performance, and lead operational initiatives.
• Customer-centric mindset with experience in customer-facing roles and a strong commitment to delivering exceptional service.
• Professional and confident communicator with excellent stakeholder management and relationship-building skills.
• Proficient in Microsoft Office, particularly Excel (intermediate level), Word, and PowerPoint, with strong analytical and reporting capabilities.
• Experience in the travel industry, particularly working with Global Distribution Systems (GDS), is highly preferred.
• Willing to work on a flexible roster, including shifts required to support a 24/7 operation.

RINGKASAN PERKERJAAN

• *SPESIALISASI**: Hospitality and Tourism
• *PENDIDIKAN MINIMAL**: S1 (Sarjana)
• *SISTEM KERJA**: On-site
• *TIPE PEKERJAAN**: Full time
• *LOKASI**: Central Jakarta, DKI Jakarta, Indonesia
• *INDUSTRI**: Outsourcing / Offshoring
• *SITUS PERUSAHAAN**: http://atibusinessgroup.com

TENTANG PERUSAHAAN

ATI Business Group is a Global Business Process Management, Technology and Services Company. Our Clients’ businesses are on remarkable journeys as they strive to deliver the best possible outcomes for their customers. Our aim at ATI in working with our Clients’, is to support their continued growth by providing cost effective technology and talented and 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 with a single discipline of Fare Loading the business has grown today to supporting over 100+ independent work disciplines including Ticketing, Land and Cruise Travel Distribution, Fare Auditing, Finance and Accounting, Robotic Process Automation and Travel Technology.

We believe our success has only been achieved by always listening carefully to our Clients’ business needs and by building an effective working partnership based on trust, quality deliverables, responsiveness and efficient communication. For further information on what makes ATI different, please log on to http://atibusinessgroup.com