Customer Support Supervisor

ATI Business Group; Jakarta Pusat; On-site; IDR 180,000,000 - 240,000,000; Full time

Job summary

ATI Business Group in Jakarta is seeking a conscientious supervisor to support our operations team, managing live booking amendments, VCC creation, and confirmation of travel reservations. You will guide agents, ensure adherence to procedures, and escalate issues to stakeholders when needed.

The ideal candidate is detail‑oriented with excellent English communication, strong analytical skills, and a proven ability to coach a team, monitor KPIs, and collaborate across departments to ensure client

Qualifications

• Experience in a supervisory or team leader role, preferably in travel, BPO, or customer service.
• Excellent English communication skills, written and spoken.
• Strong analytical and logical thinking abilities.
• High attention to detail and accuracy.
• Willingness to work flexible hours.
• Ability to guide and develop team members.
• Experience handling chats, emails, and calls.
• Familiarity with service standards and guidelines.

Responsibilities

• Supervise and support a team of agents handling live chats and bookings.
• Manage email, chat, and voice communications with suppliers.
• Process and confirm clients' travel itineraries with high accuracy.
• Ensure adherence to instructions and operational guidelines.
• Monitor service quality to meet KPIs and SLAs.
• Provide coaching, mentoring, and performance feedback.
• Identify workflow issues and escalate to stakeholders.
• Collaborate with other departments to ensure smooth operations.
• Generate periodic performance reports.

Skills

Team supervision

English communication

Analytical thinking

Attention to detail

Multitasking

Coaching/mentoring

Job description

We are looking for conscientious thinking to assist our operations department as they will manage live booking amendment, creating VCC, confirming live booking. You also need to work on problems of moderate scope where analysis of situations exercise communication within defined procedures and practices to determine appropriate action.

To succeed in this role, you should be a skilled and thorough researcher with excellent communication and record-keeping skills. You should be detail-oriented, organized, and self-motivated with quick solving and good English communication.

Key Responsibilities:

• Supervise and support a team of agents responsible for:
• Handling multiple live chats from retail agents regarding their travel reservations.
• Managing email, chat, and voice communications with suppliers.
• Processing and confirming clients' travel booking itineraries with high accuracy.
• Ensure team members follow detailed instructions and adhere to established operational guidelines.
• Monitor and maintain service quality to meet or exceed team KPIs and SLAs.
• Provide coaching, mentoring, and performance feedback to team members.
• Identify workflow issues or system limitations and escalat them promptly to relevant stakeholders.
• Collaborate with other departments to ensure smooth handling of operational processes and client satisfaction.
• Generate periodic reports on team performance, productivity, and incident management.

Qualifications :

• Proven experience in a supervisory or team leader role, preferably in the travel, BPO, or customer service industry.
• 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.
• Nice to have: Prior experience in customer service or travel-related support roles.

Be Part of ATI Journey:

Our aim at ATI Business Group in working with our Clients is to support their continued growth by providing cost-effective technology and talented & 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 we now have over 900 employees providing services to our clients across the globe.