Customer Support Supervisor

ATI Business Group; Daerah Khusus Ibukota Jakarta; On-site; IDR 531,820,599 - 797,730,898; Full time

Job summary

ATI Business Group is looking for a Supervisor to lead a team of agents in Jakarta. The role includes managing live chats regarding travel reservations, ensuring high service quality, and providing coaching to team members.

The ideal candidate has at least 3 years of customer service experience, strong analytical skills, and the ability to multitask effectively in a fast-paced environment. Excellent English communication skills are a must.

Qualifications

• Proven experience in a supervisory or team leader role in the travel, BPO, or customer service industry.
• Minimum 3 years of working experience in Customer Service.
• Excellent communication skills in English, both written and spoken.

Responsibilities

• Supervise and support a team of agents handling live chats regarding travel reservations.
• Manage email, chat, and voice communications with suppliers.
• Oversee processing and confirmation of clients’ travel booking itineraries.

Skills

Team leadership

Customer service experience

Communication skills

Analytical thinking

Attention to detail

Multitasking

Job description

Responsibilities

• You will supervise and support a team of agents responsible for handling multiple live chats from retail agents regarding their travel reservations.
• You will manage email, chat, and voice communications with suppliers.
• You will oversee the processing and confirmation of clients’ travel booking itineraries with high accuracy.
• You will ensure team members follow detailed instructions and adhere to operational guidelines.
• You will monitor and maintain service quality to meet or exceed team KPIs and SLAs.
• You will provide coaching, mentoring, and performance feedback to team members.
• You will identify workflow issues or system limitations and escalate them promptly to stakeholders.
• You will collaborate with other departments to ensure smooth operational processes and client satisfaction.
• You will generate periodic reports on team performance, productivity, and incident management.

Minimum Qualifications

• Proven experience in a supervisory or team leader role, preferably in the travel, BPO, or customer service industry.
• Minimum 3 years of working experience in Customer Service
• Excellent communication skills in English, both written and spoken.
• Strong analytical and logical thinking skills.
• High attention to detail and accuracy in processing tasks.
• Flexible with working hours to support business needs.
• Ability to work collaboratively with team members and guide them effectively.
• Capable of multitasking in a fast-paced environment, managing chats, emails, and calls simultaneously.
• Comfortable working under established guidelines and service standards.