Customer Care B2B Jr Supervisor (Semarang)

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:

• Ensure the effective implementation and compliance of SOPs across the Operations Team
• Monitor and manage case resolution to ensure all interactions are handled within agreed SLA timeframes
• Act as a strategic partner to the Customer Care Manager in developing, improving, and scaling contact center operations
• Prepare and present regular performance reports, including key achievements, trends, and areas for improvement
• Identify operational gaps and proactively propose solutions to enhance team productivity and service quality
• Coach and guide team members to maintain high performance and continuous development

Mandatory belongings that you must prepare:

• Minimum 2 years of experience in contact center or customer care operations
• Background in the OTA or Third Party Suppliers (3PS) industry is preferred
• Experience with GDS (Global Distribution System) is an added advantage
• Strong analytical thinking with the ability to interpret performance data and drive improvement
• Proven coaching, presentation, and negotiation skills
• Solid understanding of contact center operations, metrics, and best practices
• Strategic mindset with the ability to contribute ideas for operational development
• Fluent in both written and spoken Bahasa Indonesia and English
• Willingly to be based in or currently residing in Semarang, Central Java

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.