Customer Care Accommodation Team Leader
Jakarta
Operations – Customer Care Operations /
Permanent /
Hybrid
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.
#LI-PU1
Responsible to ensure the Accommodation Team running well as per agreed KPI & SLA by being an intermediary between the operational functions of customer service and Customer Care Accommodation Management, to provide insights for Customer Care management to formulate the strategies to increase customer satisfaction
Your main duties in flying with us:
- Maximizing the resolution of complaints and requests of Accommodation (Hotel & Homes) customers to support the achievement of the Accommodation (Hotel & Homes) team's targets.
- Monitoring every request and complaint of Accommodation (Hotel & Homes) customers, analyzing cases, providing settlement solutions and recovering to achieve customer satisfaction.
- Manage Accommodation (Hotel & Homes) teams performance by ensuring that issues handling related to Accommodation (Hotel & Homes) can run according to targets to achieve excellent service.
- Monitoring the productivity of team in accordance with the specified SLA targets by providing forecast for workforce planning and scheduling.
- Report the results of the development of each issue related to Accommodation (Hotel & Homes) received to the Customer Care Accommodation Asst Manager/Manager for service improvement.
- Identifying and instilling best practice, processes and systems and driving a continuous improvement environment
- Regularly review & evaluate the current Standard Operating Procedure (SOP) to ensure compliance with best practice in the operations
- Coordinate with partners / 3rd parties to solve occurring issues
Mandatory belongings that you must prepare:
- Min 1-2 years in the same or similar scope of work/Team Leader
- Minimum D3 from any educational background
- Having strong leadership and highly motivated
- Have a good understanding of Contact Center metrics, both from Process and People
- Have a good understanding of Accommodation Business Process flow
- Fluent in speaking and writing, both in Bahasa and English
- Data driven, having good analytical skill and critical thinking, negotiation, coaching & presentation skills
- Strong willingness to learn new things and take up new challenges or having proven agility
- Experienced in project implementation in contact center
- Experienced and familiar with contact center operations
- Advanced Microsoft Office Skills is a must
