Customer Support Senior Team Leader

• Empower Growth: Conduct regular performance evaluations, set KPIs, and offer impactful feedback to enhance the skills and confidence of your team members.
• Drive Efficiency: Develop and implement cutting-edge strategies to optimize day-to-day operations, ensuring maximum efficiency and effectiveness in meeting SLAs.
• Foster Innovation: Continuously identify areas for improvement, implement process enhancements, and leverage data-driven insights to enhance productivity and other SLA metrics.
• Client Relationship Management: Serve as the primary liaison for clients, maintain positive relationships and proactively address their evolving needs and expectations.
• Performance Excellence: Monitor performance metrics and deliver insightful performance reports to senior management and clients.
• Risk Mitigation: Identify potential risks and implement necessary measures to safeguard the companys operation and uphold data protection policies.

• Bachelors Degree in any major or overseas working experience.
• Proficient in English, both written and spoken, with a minimum C1 level; fluency in spoken English is essential.
• Minimum 1-2 years of experience as a Team Leader in customer service, with experience in handling customers, clients, or vendors overseas.
• Extensive experience leading teams in a multinational corporation with a strong track record in project implementation.
• Previous experience in the travel & aviation industry is preferred but not required.
• Strong leadership and team management skills, with the ability to inspire teams to achieve goals.
• Pleasant personality with excellent communication and interpersonal skills.
• Analytical mindset with the ability to interpret data and metrics to drive decision-making and process improvements.
• Ability to thrive in a fast-paced, high-pressure environment with strong problem-solving capabilities.
• Excellent analytical and numerical skills (logic score above 90) and strong problem-solving abilities.
• Willingness to work shifting schedules (client meetings may occur early morning due to time differences).
• Willing to work from the office

Information :

• Company : ATI Business Group
• Position : Customer Support Senior Team Leader
• Location : Jakarta Pusat
• Country : ID