Agent Support Supervisor

Role of Purposes

As an Agent Support Supervisor at ATI Business Group, you will act as the main escalation point for associated handling and email communications with clients' retail agents, as well as calls and emails with clients' suppliers. They will also be responsible for ensuring guideline compliance and providing mentoring to the team. This role will require excellent English spoken and written skills to be able to perform effectively.

• Oversee and manage daily communications with retail agents regarding reservation inquiries, booking changes, escalations, and travel-related concerns, ensuring timely and professional resolution
• Supervise and coordinate interactions with suppliers through chat, email, and phone channels to maintain service quality, operational efficiency, and supplier compliance with agreed service standards
• Review, process, and monitor clients' travel booking itineraries, ensuring accuracy, completeness, and adherence to company policies and supplier requirements
• Provide guidance and support to team members on complex reservations, operational procedures, and customer service best practices
• Ensure all booking transactions, documentation, and operational activities are completed in accordance with established procedures, service level agreements (SLAs), and quality standards
• Monitor team performance against operational metrics, identify areas for improvement, and implement corrective actions when necessary
• Act as the first point of escalation for reservation-related issues, supplier disputes, system limitations, and service recovery cases
• Prepare and maintain operational reports, performance updates, and trend analyses to support business decision-making and continuous improvement initiatives

• Minimum 3 years of working experience in Customer Service, specifically in handling multichannels such as Chat, Email, and Phone Call
• Capable of multitasking in a fast-paced environment, managing chats, emails, and calls
• Excellent communication skills in English, both written and spoken
• Strong analytical and logical thinking skills
• Ability to work collaboratively with team members and guide them effectively
• Comfortable working under established guidelines and service standards
• High attention to detail and accuracy in processing tasks
• Flexible with working hours to support business needs (shift work arrangement)
• Flexible with the placement (BSD, South Tangerang or Harmoni,Central Jakarta)