---
title: 'Customer Service Associate (Contract Based) at ATI Business Group'
canonical: 'https://feeny.ai/job/customer-service-associate-contract-based-ati-business-group-central-jakarta-1b7f1j7nv284'
type: 'job'
last_seen: '2026-11-10'
---

# Customer Service Associate (Contract Based) at ATI Business Group

- **Company:** ATI Business Group
- **Location:** Central Jakarta, Indonesia / South Tangerang, Indonesia
- **Employment:** contract
- **Work type:** onsite
- **Posted:** 2026-11-04
- **Last confirmed live:** 2026-11-10
- **Apply:** https://jobs.lever.co/atibusinessgroup/14a58e33-f56b-4694-97ad-72d296280801

## Job description

Passionate about the travel industry and creating positive experiences for others? Here's an opportunity to put your customer service skills and problem-solving abilities into action! If you enjoy helping people, navigating challenges, and making a difference through every customer interaction, we'd love to hear from you!

As a Customer Service Associate, you'll become part of our Customer Facing team, supporting customers of one of our valued clients throughout their flight booking journey. From handling ticketing inquiries to assisting with refunds and preflight services, you'll play an important role in ensuring customers receive accurate, timely, and helpful solutions.

## Key Responsibilities

- Handle and resolve customer inquiries and complaints regarding flight ticket bookings, modifications, cancellations, and other related services.
- Provide accurate and timely assistance by utilizing product knowledge in ticketing, refunds, and preflight services.
- Deliver high-quality customer support in English, ensuring clear and effective communication with customers.
- Navigate booking platforms, verify transactional details, and identify discrepancies to ensure accurate processing and effective problem resolution.
- Prioritize and manage daily customer inquiries and ticketing issues efficiently while meeting established Service Level Agreement (SLA) deadlines.

Is this you?

- Bachelor's degree in any major.
- Minimum 1–3 years of proven experience in customer service, particularly in handling customer interactions, inquiries, and complaints.
- Advanced English proficiency (C1 level), with strong written and verbal communication skills.
- Strong analytical, logical reasoning, and problem-solving abilities, with the ability to assess situations and provide effective solutions.
- High attention to detail, particularly when handling customer information, booking records, and transactional data.
- Ability to manage strict deadlines, prioritize workloads, and work independently with minimal supervision.
- Willingness to work on-site at our Central Jakarta or BSD City office, depending on operational needs.
- Willingness to work flexible hours, including rotating shifts in a 24/7 operational environment.
- Previous experience in the travel industry or familiarity with ticketing processes is a strong advantage.

Be Part of ATI's Journey

At ATI Business Group, we bring unparalleled knowledge of the travel and hospitality industry to every aspect of our clients' businesses. Through operational expertise, innovative technology, and exceptional talent, we deliver solutions that optimize operations, elevate customer experiences, and accelerate business growth.

Since 2002, we've grown into a global team of 2,000+ professionals, partnering with leading travel and hospitality organizations worldwide. Our people are at the heart of everything we do, helping businesses scale, adapt, and grow while creating meaningful career opportunities along the way.

Join us and help shape the future of travel and hospitality.

## About ATI Business Group

## Company Overview
- **One-liner**: ATI Business Group is a business process outsourcing (BPO) and technology solutions provider specializing in the travel, aviation, and hospitality industries.
- **Entity Type**: Private (no disclosed funding)
- **Headquarters**: Jakarta, Indonesia
- **Founded**: 2001
- **Founders**: David Harsamto (Co-Founder & CFO), with Brad Holman (CEO) leading the commercial side since 2010

## Core Business
- **Primary industries**: Travel, aviation, hospitality, business process outsourcing (BPO), and travel technology
- **Target customers**: Travel agencies, airlines, hotel groups, and other travel/hospitality organizations (B2B, enterprise)
- **Mission / purpose statement**: To help travel, aviation, and hospitality organizations scale with people, processes, and technology that deliver measurable impact.

## Products & Services
- **Fare Filing & Fare Loading**: Managing fare data across multiple Global Distribution Systems (GDS) for airlines and travel sellers.
- **Ticketing & Refund Operations Support**: End-to-end ticketing, reissuance, and refund processing.
- **Finance & Accounting Support Services**: Outsourced accounting, reconciliation, and financial reporting for travel companies.
- **Fare Audit Services**: Auditing fare calculations to ensure accuracy and revenue protection.
- **Business IT Development**: Custom software development and automation solutions (including RPA and AI) for travel operations.
- **Call & Chat Support**: Multilingual customer contact center services for travel and hospitality clients.
- **Client Corporate Finance**: Finance and operations associate roles supporting client back-office functions.

## Market Standing
- **Valuation**: Not publicly available
- **Key metric**: Annual revenue estimated at ~$588K (based on third-party estimates) – note this figure appears low relative to headcount and may not be verified; private company, no official disclosure.
- **Headcount**: 1,034 employees (as of 2026), +8.6% growth YoY
- **Notable clients/partners**: Garuda Indonesia (flagship client for fares management platform), and other airlines, travel agencies, and hospitality brands.
- **Growth signals**: Strong hiring momentum – active job postings grew +141% year-over-year; expanded automation and AI team (hiring Automation & AI Lead, AI Engineer); global footprint across 8 countries.

## Competitive Advantages
- **Deep domain expertise**: Over 20 years focused exclusively on travel and aviation BPO, giving them institutional knowledge of airline pricing, GDS systems, and global distribution.
- **End-to-end service stack**: Covers fare filing, ticketing, refunds, audit, finance, IT development, and contact center – a one-stop shop for travel operations.
- **Scalable offshore model**: Majority of workforce in Indonesia (77%) allows competitive cost structures while maintaining English-language capabilities for global clients.
- **Technology-led transformation**: Investing in automation, AI, and robotic process automation (RPA) to drive efficiency gains for clients.

## Strategic Focus
- **Current priorities**: Scaling automation and AI capabilities (recently posted roles for Automation & AI Lead and AI Engineer), expanding service lines, and deepening relationships with existing travel/hospitality clients.
- **Direction for growth**: Enter new geographies (presence in US, Australia, India, Maldives, Thailand, Poland, Canada); continue to build the ATI Academy for structured talent development; leverage technology to move from pure BPO to technology-enabled services.

## Why Work Here
- **Culture**: Team-driven environment focused on collaboration, clear roles, and measurable impact. Review ratings: 3.6/5 (168 reviews) – work-life 3.6, compensation 3.8, culture 3.6, career 3.2.
- **Work policy**: On-site positions (Central Jakarta and BSD South Tangerang) – currently no remote/hybrid model evident from job postings.
- **Training & growth**: ATI Academy provides structured onboarding and upskilling; employees report clear career paths.
- **Global exposure**: Opportunity to work with international clients across multiple time zones and cultures.
- **Rewards**: Competitive compensation (especially for the local market) and recognition programs.

## Sources
1. [LinkedIn Company Profile](https://linkedin.com/company/ati-business-group)
2. [ATI Business Group official site](https://atibusinessgroup.com/jobs/)
3. [Lever careers page (job listings)](https://jobs.lever.co/atibusinessgroup)
4. [ATI Business Group leadership page](https://atibusinessgroup.com/leadership/)
5. [Craft.co company profile](https://craft.co/ati-business-group)

## Other roles at ATI Business Group

- [Data Engineer](https://feeny.ai/job/data-engineer-ati-business-group-central-jakarta-0mfhb43dzwdc) — Central Jakarta, Indonesia
- [Talent Sourcing Intern](https://feeny.ai/job/talent-sourcing-intern-ati-business-group-central-jakarta-dfma8ccm6zbn) — Central Jakarta, Indonesia
- [Operations Senior Supervisor – Travel Distribution](https://feeny.ai/job/operations-senior-supervisor-travel-distribution-ati-business-group-central-hgcrzt1r95t9) — Central Jakarta, Indonesia
- [Data & Infrastructure Support Engineer](https://feeny.ai/job/data-infrastructure-support-engineer-ati-business-group-central-jakarta-24bn11570yjg) — Central Jakarta, Indonesia
- [[External MGM] 📢 Know Someone Who'd Be a Great Fit? Refer Them to ATI Business Group!](https://feeny.ai/job/external-mgm-know-someone-who-d-be-a-great-fit-refer-them-to-ati-business-group-533pchy4z29k) — Central Jakarta, Indonesia
- [IT Operations L2 Support](https://feeny.ai/job/it-operations-l2-support-ati-business-group-south-tangerang-pvg8zhy6fayh) — South Tangerang, Indonesia
- [Finance & Operations Associate](https://feeny.ai/job/finance-operations-associate-ati-business-group-south-tangerang-awxg1mks6deq) — South Tangerang, Indonesia
- [Business Analyst](https://feeny.ai/job/business-analyst-ati-business-group-central-jakarta-ynr03bfqq064) — Central Jakarta, Indonesia
- [Agent Support Sr. Supervisor](https://feeny.ai/job/agent-support-sr-supervisor-ati-business-group-central-jakarta-y31jpzx75e0f) — Central Jakarta, Indonesia
- [Finance Operation](https://feeny.ai/job/finance-operation-ati-business-group-central-jakarta-jqk2gr0f88vx) — Central Jakarta, Indonesia