Customer Support Supervisor

White Glove Hiring; Jakarta Pusat; On-site; IDR 111,600,000 - 178,560,000; Full time

Job summary

ATI Business Group sedang mencari Supervisor Layanan Pelanggan untuk memimpin tim agen yang menangani live chat, email, dan telepon terkait pemesanan perjalanan. Anda akan mengawasi proses konfirmasi itinerary dengan akurasi tinggi, memastikan kepatuhan terhadap pedoman operasional, dan menjaga kualitas layanan sesuai KPI serta SLA.

Fokus pada coaching, mentoring, dan umpan balik kinerja; kemampuan komunikasi dalam bahasa Inggris sangat penting, serta mampu multitask di lingkungan cepat sambil

Qualifications

• Pengalaman sebagai supervisor/leader tim di industri travel, BPO, atau layanan pelanggan.
• Minimal 3 tahun pengalaman kerja di Customer Service.
• Keterampilan komunikasi bahasa Inggris yang sangat baik, tertulis maupun lisan.
• Keterampilan analitis dan berpikir logis yang kuat.
• Ketelitian tinggi dan akurasi dalam pemrosesan tugas.
• Fleksibel dengan jam kerja untuk kebutuhan bisnis.
• Mampu bekerja sama dengan anggota tim dan membimbing mereka.
• Mampu multitask menangani chat, email, dan panggilan secara bersamaan.
• Beroperasi sesuai pedoman layanan dan standar operasional yang ada.

Responsibilities

• Mengawasi dan mendukung tim agen yang menangani live chat dari agen ritel terkait pemesanan perjalanan.
• Mengelola komunikasi melalui email, chat, dan telepon dengan pemasok.
• Mengawasi pemrosesan dan konfirmasi itinerary klien dengan akurasi tinggi.
• Memastikan anggota tim mengikuti instruksi rinci dan pedoman operasional.
• Memantau kualitas layanan untuk memenuhi KPI dan SLA.
• Memberikan coaching, mentoring, dan umpan balik kinerja kepada tim.
• Mengidentifikasi masalah alur kerja atau batasan sistem dan melapor ke pemangku kepentingan.
• Bekerja sama dengan departemen lain untuk kelancaran proses operasional dan kepuasan klien.
• Menghasilkan laporan berkala tentang kinerja tim, produktivitas, dan manajemen insiden.

Skills

Team leadership

Customer service

English proficiency

Analytical thinking

Detail orientation

Multitasking

Education

S1 (Sarjana)

Job description

DESKRIPSI PEKERJAAN

• Supervise and support a team of agents handling multiple live chats from retail agents regarding their travel reservations.
• Manage email, chat, and voice communications with suppliers.
• Oversee the processing and confirmation of clients’ travel booking itineraries with high accuracy.
• Ensure team members follow detailed instructions and adhere to 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 escape them promptly to stakeholders.
• Collaborate with other departments to ensure smooth operational processes and client satisfaction.
• Generate periodic reports on team performance, productivity, and incident management.

As an Customer Support Supervisor at ATI Business Group, you will play an important role in supporting our operations department by supervising a team responsible for managing live booking processes and supplier communications while maintaining high accuracy, service quality, and compliance with operational standards. This role ensures seamless workflows, effective issue resolution, and achievement of KPIs and SLAs.

KUALIFIKASI MINIMUM

• 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.

RINGKASAN PERKERJAAN

• SPESIALISASI: Customer Service
• 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