Lead Multichannel Travel Support Supervisor

ATI Business Group; Tangerang; On-site; IDR 200,880,000 - 267,840,000; Full time

Job summary

ATI Business Group is seeking an Agent Support Supervisor to lead the multi-channel support team, handling client communications via chat, email, and phone, and liaising with suppliers to ensure service standards.

You will mentor the team, monitor SLAs, and escalate complex reservation issues, while maintaining strict guideline compliance and accurate documentation across operations. This role offers shift work and possible placement in BSD, South Tangerang or Harmoni, Central Jakarta.

Qualifications

• Minimum 3 years of working experience in Customer Service across Chat, Email, and Phone.
• Excellent written and spoken English.
• Ability to multitask in a fast-paced environment while guiding a team.
• Strong analytical and logical thinking with attention to detail.

Responsibilities

• Oversee daily communications with retail agents regarding reservations, inquiries, changes, escalations and travel concerns.
• Coordinate interactions with suppliers via chat, email, and phone to ensure service quality and compliance with standards.
• Review and monitor clients' travel itineraries for accuracy and policy adherence.
• Provide guidance and mentorship to team members on reservations and procedures.
• Ensure all transactions and documentation follow SLAs and quality standards.
• Monitor team performance, identify improvements, and implement corrective actions.
• Act as first escalation point for reservation issues, supplier disputes, and system limitations.
• Prepare operational reports and performance analyses to support decision-making.

Skills

Customer service

Multi-channel communication

English proficiency

Team leadership

Analytical thinking

Attention to detail

Shift work

Job description

ATI Business Group is seeking an Agent Support Supervisor to lead the multi-channel support team, handling client communications via chat, email, and phone, and liaising with suppliers to ensure service standards.

You will mentor the team, monitor SLAs, and escalate complex reservation issues, while maintaining strict guideline compliance and accurate documentation across operations. This role offers shift work and possible placement in BSD, South Tangerang or Harmoni, Central Jakarta.