Customer Care B2B Jr Supervisor
Jakarta
Operations – Customer Care Operations /
Permanent /
On-site
Job purpose: Customer Care B2B Jr Supervisor is responsible to ensure the CC B2B Team running well as per agreed KPI & SLA by being an intermediary between the operational functions of customer service and Customer Care Management and to provide insights for Customer Care management to formulate the strategies to increase customer satisfaction
Your main duties in flying with us:
- To ensure Refund, Case Management, B2B Helpdesk and Preflight/ Rebooking Team SOP well implemented
- To ensure all cases related Refund, Case Management, B2B Helpdesk and Preflight/Rebooking Team solved within SLA.
- Monitoring the productivity of team in accordance with the specified SLA targets by providing forecast for workforce planning and scheduling.
- Provide report achievement & improvement Refund, Case Management, B2B Helpdesk and Preflight/Rebooking Team to Contact Center Support Assistant Manager.
- Coordinate with partners/3rd parties to solve occurring issues
- Review & evaluate the current SOP to ensure compliance with best practice in the operations
Mandatory belongings that you must prepare:
- Minimum 1-2 years in the same or similar scope of work/Team Leader
- Minimum D3 from any educational background
- Having experience in GDS system (Amadeus, Sabre, etc)
- Having strong leadership and highly motivated
- Having a good understanding of Contact Center metrics, both from Process and People
- 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
