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Admin Support (Call Centre - Tier 2)

Job Posted at: Wed, Jul 11, 2018 2:54 AM


WP - Kuala Lumpur


Tue, Oct 2, 2018 1:14 AM

Full Time


Job Scope

Company Description

Traveloka is a technology company based in Jakarta, Indonesia. Founded in 2012 by ex-Silicon Valley engineers and aims to revolutionize human mobility with technology. Today Traveloka is expanding its reach by operating in 6 countries and experimenting with new endeavors that will create large impact in the markets and industries we touch.

Job Description

The Admin Support Agent executes activities related to payment and flight / hotel voucher issuance. This team verifies customer payment which fall out of the normal workflow and issues the hotel vouchers or airline tickets, as well as processing refunds. Secondly, the team works to resolve customer cases related to issues with the hotel once the customer arrives at the premises.

A Day in a Life:

Handle escalations from Tier 1 Call Center Verify payments with customers and issue vouchers. Accept and process special requests from customers as per SOPs. Interface with customers on refunds, providing explanations and processing. Submit refund requests with airlines and follow up periodically. Report fraud to company’s risk team. Handle customer cases related to payment, refunds, and hotels. Report any product error findings to related product / engineering teams. Interface between customers and hotels to resolve any cases arising upon/after check-in. Ensure all cases are solved within required timeframe following company’s SOPs.


Minimum 2 years’ experience with payment / refund processing or customer service. Experience with hotel/airline booking-related business a plus. A strong understanding of customer service principles. Must have strong passion towards excellence customer service. Willingness to work on shifts basis. Demonstrated problem-solving and complaint-handling skills, strategic and analytical capabilities. Excellent command of spoken and written English Minimum of a bachelor degree in relevant field or Diploma holder. Additional Information One of Southeast Asia's fastest growing tech company. We embrace challenges, we celebrate openness, we value autonomy. Competitive salary package and benefits.

Job Requirements

Minimum Working Experience

2 Years

Minimum Education

Bachelor's Degree

Field of Study

Hospitality/Tourism/Hotel Management

Join our ambitious growing team in building large impact consumer products and services, building real-time and big data systems and platforms, coming up with creative solutions to business and engineering problems, deriving insights from massive amount of data, and transforming industries with technology.


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