Customer Care Training Team Leader (Jakarta)

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 50+ million users have the best experience in crafting their own adventure.

Your main duty in flying with us:

• Plan, prepare, and deliver all training programs effectively and on schedule — including New Employee Induction, Product Training, Refresher Sessions, and Team Briefings.

• Develop, update, and maintain training materials, onboarding resources, and learning tools to ensure content remains accurate, relevant, and aligned with business needs.

• Measure and evaluate the effectiveness of training programs through assessments, feedback, and performance metrics; identify gaps and recommend improvements accordingly.

• Maintain accurate and up-to-date records of all Customer Care Representatives undergoing training, including attendance, assessment results, and progress tracking.

• Prepare and submit training reports on a regular basis; ensure timely dissemination of relevant training materials and updates to all related parties and stakeholders.

Mandatory belongings that you must prepare:

• Diploma or Bachelor’s degree from any discipline with trainer certification is an advantage

• Minimum 2 years of experience as a Trainer for Customer Service or Contact center field

• Familiarity with airline reservation systems such as Sabre, Amadeus, or Galileo

• Excellent communication skills with professional fluency in both Bahasa Indonesia and English, spoken and written

• Strong customer service orientation with a solid understanding of contact center operations

• Proficient hard and soft skills as a trainer, including facilitation, coaching, and adult learning principles

• Strong writing and record-keeping ability for training manuals, reports, and documentation

• Proficient in computer applications and knowledge management tools relevant to contact center environments

• Ability to work independently as well as collaboratively within a team

In the event that you haven’t received any updates after 3 weeks, your data will be kept and we may contact you for another career destination. Meanwhile, discover more about tiket.com on Instagram, LinkedIn, or YouTube.