Agent Support Supervisor

About the Role

ATI Business Group is seeking an Agent Support Supervisor to serve as the primary escalation point for client interactions. This role involves managing communications with retail agents and suppliers via various channels, ensuring adherence to guidelines, and mentoring the team. Excellent English proficiency, both written and spoken, is essential for success in this position.

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.

Is this you?

• Minimum 3 years of experience in Customer Service, with a focus on multi-channel support (chat, email, phone).
• Proven ability to multitask effectively in a high-paced environment, handling concurrent chats, emails, and calls.
• Exceptional English communication skills, both written and verbal.
• Strong analytical and logical reasoning capabilities.
• Demonstrated ability to collaborate with team members and provide effective guidance.
• Comfortable working within defined guidelines and service standards.
• Keen attention to detail and a commitment to accuracy in task execution.
• Willingness to work flexible hours, including shift arrangements, to meet business demands.
• Flexibility regarding work location, with potential placements in BSD, South Tangerang, or Harmoni, Central Jakarta.

About ATI Business Group

ATI Business Group is dedicated to supporting the growth of its clients by offering cost-effective technology and scalable human resources on demand. Since its inception in 2002, ATI has focused exclusively on serving the travel and hospitality industries globally, now employing over 1,300 individuals worldwide.

Additional Information

Please note that ATI Business Group may utilize artificial intelligence (AI) tools to assist in the hiring process, such as reviewing applications and resumes. These tools are intended to support our recruitment team and do not replace human judgment. All final hiring decisions are made by human personnel. For more details on data processing, please contact us.