Customer Care Priority Supervisor

4 weeks ago

Jakarta, Indonesia tiket.com Full time

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.

This role will oversee and guide the dedicated team catering to our VIP clientele. The incumbent will offer support and guidance to ensure exceptional delivery of VIP customer needs. Responsibilities include fostering customer satisfaction, establishing operational and strategic objectives, and empowering team members to maximize their potential.

**Your main duties in flying with us**:

- Collaborate with the manager to identify and assess the needs of Platinum/VIP customers, offering recommendations on destinations, transportation options, accommodations, and associated costs while adhering to specific travel policies.
- Assist in establishing Key Performance Indicators (KPIs), Sales Plans, Standard Operating Procedures (SOPs), and Service Level Agreements (SLAs) to support the achievement of operational and strategic objectives.
- Support the manager in providing guidance and direction to the team to align with the organization's operational and strategic goals.
- Assist in organizing team roles and responsibilities, and contribute to evaluating employee performance
- Aid in coaching, mentoring, and developing staff, including participating in new employee onboarding and supporting career development planning and opportunities.
- Collaborate with the manager to address Platinum/VIP customer complaints and issues, offering effective solutions to enhance customer satisfaction.
- Contribute to building and nurturing relationships with Platinum/VIP Customers to ensure their ongoing satisfaction and loyalty.

**Mandatory belongings that you must prepare**:

- A minimum of 5 years of experience in the travel industry.
- Bachelor's degree in Tourism, Travel, Hospitality, or a relevant field.
- Proficiency in Computer Reservations Systems and travel software such as Sabre, Amadeus, and Galileo.
- Fluency in English; proficiency in multiple languages is advantageous.
- Strong communication, negotiation, and problem-solving abilities with a focus on customer satisfaction.
- Effective organizational and time-management skills to support team operations.
- Customer-centric mindset with a dedication to meeting VIP client needs.
- Demonstrated ability to build strong interpersonal relationships and coach and develop team members.

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