ATI Business Group is a Global Business Process Management, Technology and Services Company. Our Clients' businesses are on remarkable journeys as they strive to deliver the best possible outcomes for their customers. Our aim at ATI in working with our Clients', is to support their continued growth by providing cost effective technology and talented and scalable people resources on demand.
ATI's singular focus on providing services to the travel and hospitality business communities across the globe has been a remarkably successful one. Since commencing in 2002 with a single discipline of Fare Loading the business has grown today to supporting over 100+ independent work disciplines including Ticketing, Land and Cruise Travel Distribution, Fare Auditing, Finance and Accounting, Robotic Process Automation and Travel Technology.
Role of Purpose
You will work as part of business & improvement to help maintain service quality to the clients and enhance our resources skills. You will prepare, conduct Customer Service training and create the necessary process notes required for the training. For this role, we expect a person who masters our products inside and out to advise and find the best possible explanations and respond promptly to inquiries. A high level of communication skills is essential as you will deliver this skill to your trainees so they can handle complaints, ensure customer satisfaction, and provide professional customer support.
**Responsibilities**:
Conduct Customer Service training for existing members or new members
Ensure the quality & effectiveness of each given training, design effective training programs
Support and mentor trainees to achieve best performance as per client expectation
Maintain & upskill knowledge, systems, and skills in a scope of work
Create syllabus, process notes/ modules related to Customer Service, and keep it updated
Work side by side with Operations to capture and documented new products and the processes from existing and new clients
Manage training schedule and training requests for Customer Service
Develop a schedule to assess the training needs
Be responsible for trainee's attendance record
Respond and analyze to Training Request received from Operations
Create a Training Evaluation Form at the end of the training for training assessment and results
Support Operations on doing production when needed
Submit production tracker and schedule report to the leader
Share the progress of current training periodically with the leader
**Requirements**:
Have Bachelor's Degree in Education, Business, Human Resources, Tourism, Marketing Communications, or a related field
Certification from the training association is a plus
Have at least 2 to h years of professional experience in customer service/customer facing/
frontliner/call center
Proven experience in handling complaints, problem-solving, and handling customers via phone or frontliner
Have the ability to prioritize and manage multiple tasks with strong analysis skill
Have strong written and verbal communication skills in English & Bahasa
Be able to explain training materials effectively and assist trainees
Demonstrate a high level of attention to detail, and problem solving
Tech-savvy, able to operate MS Word, Excel, PowerPoint, and instructional software
Have knowledge of GDS systems/travel is preferred