Posted 2 months ago

Agent Support Supervisor

JakartaOn-siteFull-time

AI Summary

An Agent Support Supervisor who acts as the main escalation point for client retail agents and suppliers, oversees reservations and bookings, ensures guideline compliance, mentors the team, and monitors performance.

About this role

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 to have an excellence English spoken and written skills to be able to perform effectively.

Key Responsibilities

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.