Onboarding and Support (Staff/Manager)

Bookandlink (PT Surya Jagat Mandiri); Denpasar; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A hospitality technology company in Bali is seeking a Customer Support Lead to oversee and enhance their support operations. You will resolve customer issues, implement onboarding strategies, and track performance metrics. Ideal candidates will have experience with hotel systems and strong leadership qualities. Proficiency in English is essential, with Japanese being a plus. This role offers an opportunity to contribute to a customer-centric culture in a dynamic team environment.

Qualifications

• Customer support leadership experience is crucial.
• Strong problem-solving and decision-making skills are needed.
• Experience in coaching and mentoring is highly valued.

Responsibilities

• Address high-priority customer concerns efficiently.
• Monitor escalation triggers proactively to prevent issues.
• Foster strong relationships with customers and stakeholders.
• Implement effective onboarding strategies for customer support.
• Track performance metrics and prepare reports for leadership.
• Lead recruitment and training of support staff.

Skills

Proficiency in hotel systems

Knowledge of SLA and KPI calculations

Experience in budget management

Skills in workflow design

Familiarity with Jira, Confluence, Backlog, Slack

Professional English proficiency

Strong leadership qualities

Excellent problem-solving skills

Conflict resolution abilities

Empathy and emotional intelligence

Coaching and mentoring experience

Japanese skills (N2 level)

Tools

Jira

Confluence

Backlog

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

• 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.

Application questions

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