Customer Support

Talent Insider is an upcoming HR Consultancy Service, founded in 2021. Our clients have been some of the leading brands in Indonesia, and this service continues to expand.

Registered in Singapore & Indonesia, we can assist with your growth plans and strategies, and continue to expand our regional presence with strong regional partners to assist our client in recruitment and branding strategy.

• Resolve Client Issues That Are Related To Land Booking As The First Resolution. ∙ Log All Cases In The Appropriate Tool And Ensure Correct And Comprehensive Data To Enable Meaningful Reports And Analysis
• Utilize Full Product Knowledge And Problem Resolution Skills, Identify When Own Knowledge Has Been Exhausted And Appropriate Escalation Of The Problem Should Be Made (including All Necessary Diagnoses)
• Identify General Outages And Service Disruptions And Act According To The Defined Help Desk Escalation Procedures
• If The Problem Cannot Be Solved In 1st/2nd Level, Ensure Deep And Comprehensive Diagnosis And Escalate With All Relevant Information And According To Priority To Further Resolution Groups By Keeping The Ownership, Drive/coordinate, Follow Up, Update Incidents, And Report To The Customer Until The Case Is Closed – Instantly Report Master Incidents To Service Operations
• Keep Close Contact With The Customer And Provide The Solution Mainly Over The Phone, E-mail, Service Hub, And With The Help Of Remote Tools
• Quickly And Efficiently Turnaround Cases Assigned To The Group And Proactively Resolve Problems Within Agreed Service Levels Using A Logical, Efficient, Structured Root Cause Analysis Approach To Troubleshooting By Asking Appropriate Diagnostic Questions. Distinguish Between Problem Symptoms And Problem Cause
• Ensure That A Problem Is Resolved With Tenacity Using All Means And Tools At Your Disposal ∙ Ensure An Efficient And Qualitative Case Handling By Following The Defined Support Process And Tools
• Work In Line With, And In Support Of, Existing Help Desk Processes And Defined Service Levels
• Search Service Hub Centre For A Solution And Use All Available Tools And Media For An Efficient And Effective Problem Resolution
• Carry Out Any Reasonable Task To Ensure The Operational Effectiveness Of The Service Centre ∙ Advise And Consult Customers On How To Use Products, Provide Guidance On Product Usage And Maximization (“how To” Advice)

• Min. Bachelor's Degree in any major
• Language: Japanese Advance Level (JLPT N1/N2 certified). Fluent in English
• Experience: Min. 1-year related experience as a Customer Support or Service
• Knowledge of the Travel or Customer Service industry
• Previous experience in providing operational support to end-users
• Experience within the airline, travel, Help Desk, or Call Centre industry
• Experience with IT Infrastructure, technology protocols, and Operating systems
• Previous experience with GDS systems, and products Strong team performance experience
• High level of computer literacy including software, hardware, automated call logging systems, and communications operating principles
• Excellent understanding of GDS Products and Solutions for Online, Retail, and TMC customer segments