Customer Care B2B Team Leader

Job purpose: Customer Care B2B Team Leader is responsible to ensure all B2B notification running well as per agreed KPI & SLA

**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 of Customer Care B2B Agent achieve the KPIs
- Ensure Refund, Case Management, B2B Helpdesk and Preflight/ Rebooking Team SOP well implemented
- Ensure all cases related Refund, Case Management, B2B Helpdesk and Preflight/Rebooking Team solved within SLA.
- Coordinate with partners / 3rd parties to solve occurring issues

**Mandatory belongings that you must prepare**:

- Experience at least 3 years in as Customer Care Agents
- Minimum Diploma Degree
- ** Having experience in GDS system (Amadeus, Sabre, 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