Deskripsi pekerjaan
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.
- 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.
- Report the results of the development of each issue to Customer Care B2B Supervisor for service improvement.
- Ensure all Customer Care B2B Agents achieve the KPIs
- Ensure Refund, Case Management, B2B Helpdesk, and Preflight/ Rebooking Team SOP is well implemented
- 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
Mandatory belongings that you must prepare:
- Experience at least 3 years as Customer Care Agent
- Minimum Bachelor Degree from any major
- Experienced in handling international flights (GDS, Sabre, Galileo, Amadeus etc)
- Fluent in speaking and writing using Indonesian and English
- Strong product knowledge
- Good leadership sense
- Good negotiation skill
- Good analytical thinking
- Experienced and familiar with contact center operations
- Strong customer service orientation
- Willing to work in shift mode
