Bookandlink (PT Surya Jagat Mandiri)

Bali, Denpasar, ID

Lokasi Pekerjaan

Deskripsi Pekerjaan

At Bookandlink by Tripla (Product), our Onboarding and Support function is dedicated to creating a positive and enriching experience for our customers and team members alike. This role not only provides oversight for our support operations but also focuses on setting a compassionate strategic direction, promoting operational excellence, and ensuring that every customer feels valued and understood.

Persyaratan

• Proficiency in hotel systems, including internet booking engines and channel managers, to understand and support our customers effectively.
• Knowledge of SLA and KPI calculations to maintain high standards.
• Experience in budget management and forecasting to ensure we’re meeting our operational needs.
• Skills in workflow design, process mapping, and documentation to streamline our processes.
• Familiarity with tools such as Jira, Confluence, Backlog, and Slack to facilitate smooth communication.
• A professional level of proficiency in spoken and written English, allowing us to connect with our diverse customer base.
• Strong leadership qualities that inspire and motivate the team.
• Excellent problem-solving and decision-making skills to navigate challenges with empathy.
• The ability to resolve conflicts thoughtfully and respectfully.
• A deep sense of empathy and emotional intelligence to foster a customer-centric culture where every individual feels heard and supported.
• Experience in coaching and mentoring to nurture the growth of others is highly valued.
• While not required, the ability to speak and write in Japanese (N2 level) would be a valuable asset to enhance our connections with HQ further.
• Together, we can create an environment that not only meets the needs of our customers but also supports our team in delivering their best work.

Tanggung Jawab

• Actively address and resolve high-priority customer concerns, ensure adherence to Service Level Agreements, and refine support processes to make them more efficient and user-friendly.
• Monitor escalation triggers carefully, enabling us to manage and prevent critical situations before they arise proactively.
• Foster strong, trusting relationships with our valued customers and internal stakeholders, encouraging a collaborative atmosphere where everyone feels empowered to contribute.
• Implement support and onboarding strategies that adapt to our customers’ evolving needs and the growth of our organization, ensuring that we consistently meet them where they are.
• Track performance metrics, prepare insightful reports, and share valuable findings with senior leadership to enhance our collective efforts.
• Lead the recruitment, training, and career development of our support staff, creating an environment where each team member can thrive and feel supported.

Fasilitas