Onboarding and Support (Staff/Manager)

Mandiri); Denpasar; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A customer support company in Bali is seeking a Customer Support Manager to oversee operations and foster strong relationships with clients. The ideal candidate will have proficiency in hotel systems, leadership qualities, and experience in budget management. This role focuses on creating a positive experience for both customers and team members, ensuring support strategies evolve with customers' needs.

Qualifications

• Proficiency in hotel systems to support customers effectively.
• Knowledge of SLA and KPI calculations to maintain high standards.
• Experience in budget management and forecasting.

Responsibilities

• Address and resolve high-priority customer concerns.
• Monitor escalation triggers to proactively manage situations.
• Foster strong relationships with customers and stakeholders.
• Implement onboarding strategies that adapt to customer needs.

Skills

Proficiency in hotel systems

Knowledge of SLA and KPI calculations

Experience in budget management

Skills in workflow design

Familiarity with tools like Jira and Confluence

Professional proficiency in English

Strong leadership qualities

Excellent problem-solving skills

Experience in coaching and mentoring

Ability to speak Japanese (N2 level)

Tools

Jira

Confluence

Slack

Job description

Overview

At Bookandlink by Tripla (Product), our Onboarding and Support function is dedicated to creating a positive and enriching experience for our customers and team members alike. This role not only provides oversight for our support operations but also focuses on setting a compassionate strategic direction, promoting operational excellence, and ensuring that every customer feels valued and understood.

Responsibilities

• Actively address and resolve high-priority customer concerns, ensure adherence to Service Level Agreements, and refine support processes to make them more efficient and user-friendly.
• Monitor escalation triggers carefully, enabling us to manage and prevent critical situations before they arise proactively.
• Foster strong, trusting relationships with our valued customers and internal stakeholders, encouraging a collaborative atmosphere where everyone feels empowered to contribute.
• Implement support and onboarding strategies that adapt to our customers\' evolving needs and the growth of our organization, ensuring that we consistently meet them where they are.
• Track performance metrics, prepare insightful reports, and share valuable findings with senior leadership to enhance our collective efforts.
• Lead the recruitment, training, and career development of our support staff, creating an environment where each team member can thrive and feel supported.

Qualifications and Skills

• Proficiency in hotel systems, including internet booking engines and channel managers, to understand and support our customers effectively.
• Knowledge of SLA and KPI calculations to maintain high standards.
• Experience in budget management and forecasting to ensure we\'re meeting our operational needs.
• Skills in workflow design, process mapping, and documentation to streamline our processes.
• Familiarity with tools such as Jira, Confluence, Backlog, and Slack to facilitate smooth communication.
• A professional level of proficiency in spoken and written English, allowing us to connect with our diverse customer base.
• Strong leadership qualities that inspire and motivate the team.
• Excellent problem-solving and decision-making skills to navigate challenges with empathy.
• The ability to resolve conflicts thoughtfully and respectfully.
• A deep sense of empathy and emotional intelligence to foster a customer-centric culture where every individual feels heard and supported.
• Experience in coaching and mentoring to nurture the growth of others is highly valued.
• While not required, the ability to speak and write in Japanese (N2 level) would be a valuable asset to enhance our connections with HQ further.

Together, we can create an environment that not only meets the needs of our customers but also supports our team in delivering their best work.

Questions for Applicants

• What\'s your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How much notice are you required to give your current employer?
• Are you available to travel for this role when required?
• Are you available to work outside your usual hours when required? (e.g. weekends, evenings, public holidays)
• Which of the following languages are you fluent in?
• How would you rate your English language skills?