Head of CX

Head of CX - APAC

Jakarta, Jakarta Raya, Indonesia

Why TBO:

• You will influence & contribute to “Building World Largest Technology Led Travel Distribution Network” for a $9 Trillion global travel business market.
• We are the emerging leaders in technology led end-to-end travel management, in the B2B space.
• Physical Presence in 47 countries with business in 110 countries.
• We are reputed for our long-lasting trusted relationships. We stand by our ecosystem of suppliers and buyers to service the end customer.
• An open & informal start-up environment which cares.

Top Sights During Your Role Stay (Key Expectations):

We are seeking an experienced and dynamic Head of CX to lead our APAC team based in Jakarta. This role focuses on ensuring a seamless and satisfactory customer journey from booking to post-travel support, enhancing customer loyalty and driving service excellence. This requires collaborating with various departments and teams, implementing service standards, working on enhancements through product and process improvements, and utilizing customer feedback to continuously improve the customer experience.

This role requires a strategic thinker with a proven track record in customer experience management and excellent leadership skills to work in a fast-paced environment.

• Oversee daily operations of the customer service team, ensuring high levels of performance.
• Lead, mentor, and motivate a team of customer service representatives, providing ongoing training and development opportunities.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Implement strategies and process improvements to enhance the overall customer experience.
• Allocate and forecast resources effectively to meet service delivery requirements.
• Handle escalations ensuring timely and effective resolution.
• Coordinate with suppliers and partners to resolve customer issues and improve service delivery.
• Utilize CRM systems and other technologies to manage customer interactions and data.
• Prepare regular reports on customer service metrics, performance, and feedback.
• Manage the customer service budget, optimizing resources to achieve operational goals.
• Ensure cost-effective practices without compromising service quality.

• Bachelor’s degree in operations management, Business Administration, Hospitality Management, or a related field. Master's degree preferred.
• Proven experience in a customer service or operations management role, preferably in the travel industry.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proficiency in CRM software and other relevant technologies.
• Strong analytical and problem-solving abilities.
• Ability to work in a fast-paced, dynamic environment.
• Strong organizational and multitasking skills.
• High attention to detail and commitment to excellence.