Customer Care B2B Team Leader

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 17+ million users have the best experience in crafting their own adventure.

Your main duties in flying with us:

• Monitoring every request and complaint, analyzing cases, providing settlement solutions, and recovering to achieve customer satisfaction
• Ensure all cases related to Refund, Case Management, B2B Helpdesk, and Preflight/Rebooking Team are solved within SLA
• Coordinate with partners / 3rd parties to solve occurring issues
• Ensure Refund, Case Management, B2B Helpdesk, and Preflight/ Rebooking Team SOP is well implemented
• Manage Customer Care B2B teams (Agents) performance by ensuring that issues handling related to B2B can run according to the target to achieve excellent service
• Ensure all Customer Care B2B Agents achieve the KPIs
• Report the results of the development of each issue to Customer Care B2B Supervisor for service improvement

Mandatory belongings that you must prepare:

• Experience at least 3 years as Customer Care Agent
• Willing to work in shift mode
• Minimum Bachelor Degree from any major
• Good leadership sense
• Experienced and familiar with contact center operations
• Strong product knowledge
• Strong customer service orientation
• Experienced in handling international flights (GDS, Sabre, Galileo, Amadeus etc)
• Good analytical thinking
• Good negotiation skill
• Fluent in speaking and writing using Indonesian and English

In the event that you haven’t received any updates after 3 weeks, your data will be kept and we may contact you for another career destination. Meanwhile, discover more about tiket.com on Instagram, LinkedIn, or YouTube.