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Customer Care B2B Team Leader

Details of the offer

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.**Your main duties in flying with us**:- Monitoring every request and complaint, analyzing cases, providing settlement solutions, and recovering to achieve customer satisfaction.- Manage Customer Care B2B teams (Agents) performance by ensuring that issues handling related to B2B can run according to the target to achieve excellent service.- Report the results of the development of each issue to Customer Care B2B Supervisor for service improvement.- Ensure all Customer Care B2B Agents achieve the KPIs- Ensure Refund, Case Management, B2B Helpdesk, and Preflight/ Rebooking Team SOP is well implemented- Ensure all cases related to Refund, Case Management, B2B Helpdesk, and Preflight/Rebooking Team are solved within SLA.- Coordinate with partners / 3rd parties to solve occurring issues**Mandatory belongings that you must prepare**:- Experience at least 3 years as Customer Care Agent- Minimum Bachelor Degree from any major- Experienced in handling international flights (GDS, Sabre, Galileo, Amadeus etc)- Fluent in speaking and writing using Indonesian and English- Strong product knowledge- Good leadership sense- Good negotiation skill- Good analytical thinking- Experienced and familiar with contact center operations- Strong customer service orientation- Willing to work in shift mode


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