About this role
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.