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Customer Support

5 months ago

Jakarta, Indonesia Reeracoen Indonesia Full time

9,000,000 IDR ~ 11,000,000 IDR
- Jakarta- Education: Min. Bachelor's Degree in any major
- Language: Japanese Advance Level (JLPT N1/N2 certified). Fluent in English
- Experience: Min. 1-year related experience as a Customer Support or Service
- Knowledge of the Travel or Customer Service industry
- Previous experience in providing operational support to end-users
- Experience within the airline, travel, Help Desk, or Call Centre industry
- Experience with IT Infrastructure, technology protocols, and Operating systems
- Previous experience with GDS systems, and products Strong team performance experience
- High level of computer literacy including software, hardware, automated call logging systems, and communications operating principles
- Excellent understanding of GDS Products and Solutions for Online, Retail, and TMC customer segments
- Willing to work in shifting mode (24/7) including public holidays

**About work**仕事内容について**:
Resolve client issues that are related to Land booking as the first resolution. Log all cases in the appropriate tool and ensure correct and comprehensive data to enable meaningful reports and analysis
Utilize full product knowledge and problem resolution skills, identify when own knowledge has been exhausted and appropriate escalation of the problem should be made (including all necessary diagnoses)
Identify general outages and service disruptions and act according to the defined help desk escalation procedures
If the problem cannot be solved in 1st/2nd Level, ensure deep and comprehensive diagnosis and escalate with all relevant information and according to priority to further resolution groups by keeping the ownership, drive/coordinate, follow up, update incidents, and report to the customer until the case is closed - Instantly report Master incidents to Service Operations
Quickly and efficiently turnaround cases assigned to the group and proactively resolve problems within agreed service levels using a logical, efficient, structured root cause analysis approach to troubleshooting by asking appropriate diagnostic questions. Distinguish between problem symptoms and problem cause.
Ensure that a problem is resolved with tenacity using all means and tools at your disposal Ensure an efficient and qualitative case handling by following the defined support process and tools
Work in line with, and in support of, existing help desk processes and defined service levels
Search Service Hub Centre for a solution and use all available tools and media for an efficient and effective problem resolution
Carry out any reasonable task to ensure the operational effectiveness of the Service Centre Advise and consult customers on how to use products, provide guidance on product usage and maximization (“how to” advice)

**Salary**

9,000,000 IDR ~ 11,000,000 IDR

**Work Location**

Jakarta

**Requirement**
- Education: Min. Bachelor's Degree in any major
- Language: Japanese Advance Level (JLPT N1/N2 certified). Fluent in English
- Experience: Min. 1-year related experience as a Customer Support or Service
- Knowledge of the Travel or Customer Service industry
- Previous experience in providing operational support to end-users
- Experience within the airline, travel, Help Desk, or Call Centre industry
- Experience with IT Infrastructure, technology protocols, and Operating systems
- Previous experience with GDS systems, and products Strong team performance experience
- High level of computer literacy including software, hardware, automated call logging systems, and communications operating principles
- Excellent understanding of GDS Products and Solutions for Online, Retail, and TMC customer segments
- Willing to work in shifting mode (24/7) including public holidays

**English Level**

Business Level

**Other Language**

Indonesian

**Benefit**

THR (Lebaran Allowance)
Weekend Allowance
Overnight Allowance
Overtime Allowance
BPJS: Ketenagakerjaan, Kesehatan