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Customer Service Team Leader

1 month ago

Jakarta, Indonesia ATI Business Group Full time

ATI Business Group is a Global Business Process Management, Technology and Services Company. Our Clients’ businesses are on remarkable journeys as they strive to deliver the best possible outcomes for their customers. Our aim at ATI in working with our Clients’, is to support their continued growth by providing cost effective technology and talented and scalable people resources on demand.

ATI’s singular focus on providing services to the travel and hospitality business communities across the globe has been a remarkably successful one. Since commencing in 2002 with a single discipline of Fare Loading the business has grown today to supporting over 100+ independent work disciplines including Ticketing, Land and Cruise Travel Distribution, Fare Auditing, Finance and Accounting, Robotic Process Automation and Travel Technology.

**Key Responsibilities**:
Lead, coach, and evaluate a team of 15 customer support staffs, conducting regular performance evaluations and providing constructive feedback to foster growth and development.

Design and implement innovative strategies to optimize daily operations, ensuring high efficiency and effectiveness in meeting Service Level Agreements (SLAs).

Continuously identify areas for improvement, implement process enhancements, and use data-driven insights to improve productivity and meet SLA metrics.

Act as the primary point of contact for clients, maintaining strong relationships and proactively addressing their needs and expectations.

Monitor performance metrics and generate detailed reports for senior management and clients to ensure operational excellence.

Identify and mitigate potential risks, ensuring compliance with data protection policies and other operational safeguards.
Proficient in both written and spoken English.

A minimum of 2 year experience in the Customer Service field.

Background in the travel and aviation industry is a plus, but not required.

Strong leadership skills, with the ability to inspire and motivate teams to achieve objectives.

Excellent communication and interpersonal skills, with a pleasant and approachable demeanor.

Analytical mindset with a talent for interpreting data and metrics to guide decision-making and process improvements.

Ability to excel in a fast-paced, high-pressure environment, with strong problem-solving capabilities.