Customer Care B2B Jr Supervisor (Semarang)
tiket.com
Tanggal: 1 hari yang lalu
Kota: Semarang, Central Java
Jenis kontrak: Penuh waktu
We think you also hate when travel app is giving you a headache, right? A slight misinformation can ruin the trip.
That is exactly what we are tackling as t-fam! Making sure that our 50+ million users have the best experience in crafting their own adventure.
Your Main Duty In Flying With Us
That is exactly what we are tackling as t-fam! Making sure that our 50+ million users have the best experience in crafting their own adventure.
Your Main Duty In Flying With Us
- Ensure the effective implementation and compliance of SOPs across the Operations Team
- Monitor and manage case resolution to ensure all interactions are handled within agreed SLA timeframes
- Act as a strategic partner to the Customer Care Manager in developing, improving, and scaling contact center operations
- Prepare and present regular performance reports, including key achievements, trends, and areas for improvement
- Identify operational gaps and proactively propose solutions to enhance team productivity and service quality
- Coach and guide team members to maintain high performance and continuous development
- Minimum 2 years of experience in contact center or customer care operations
- Background in the OTA or Third Party Suppliers (3PS) industry is preferred
- Experience with GDS (Global Distribution System) is an added advantage
- Strong analytical thinking with the ability to interpret performance data and drive improvement
- Proven coaching, presentation, and negotiation skills
- Solid understanding of contact center operations, metrics, and best practices
- Strategic mindset with the ability to contribute ideas for operational development
- Fluent in both written and spoken Bahasa Indonesia and English
- Willingly to be based in or currently residing in Semarang, Central Java
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