Customer Relations Officer

We are looking for a service-oriented, detail-oriented, and emotionally mature individual to join our team as a Customer Relations Officer. This role plays a key role in managing client relationships, ensuring premium service quality, and supporting smooth trip operations for our customers.

Job Description

1. Client Handling & Communication

• Handle customer inquiries via WhatsApp, email, and official company platforms in a professional and responsive manner.

• Provide accurate and transparent information regarding trip packages, itineraries, pricing, and services.

• Act as the main point of contact (PIC) for customers from inquiry to post-trip follow-up.

• Build long-term relationships to encourage repeat bookings and referrals.

2. Booking & Service Administration

• Input and regularly update customer, booking, and transaction data in Google Sheets / CRM systems.

• Prepare and manage travel documents such as itineraries, invoices, vouchers, and confirmation letters.

• Ensure accuracy of guest details, schedules, and service components.

• Maintain organized digital records and documentation.

3. Internal & Operational Coordination

• Coordinate with Operations, Finance, Creative, and Vendor teams to ensure service readiness.

• Communicate booking status, payment updates, and service arrangements clearly and timely.

• Support smooth execution of trips through proactive coordination.

4. Complaint Handling & Service Recovery

• Handle customer complaints and special requests with empathy and professionalism.

• Provide solutions in accordance with company policies and service standards.

• Report potential service risks or operational issues to supervisors.

5. Sales Support & Client Retention

• Support closing processes through consultative and solution-based communication.

• Conduct follow-ups with prospective and existing clients.

• Assist in upselling and cross-selling programs.

• Manage customer databases for retention and loyalty programs.

6. Administration & SOP Compliance

• Perform all duties in compliance with company SOPs and internal policies.

• Maintain confidentiality of customer and company data.

• Uphold ethical standards and professional communication.

• Avoid conflicts of interest and unauthorized external work.

Requirements

• Bachelor’s degree in Tourism, Hospitality, Communication, Business, Management, or related fields.

• Minimum 2 years of experience in customer service, travel consulting, hospitality, or similar roles.

• Proficient in English (spoken and written), especially for client communication.

• Strong service mindset and customer-oriented attitude.

• Detail-oriented and comfortable working with operational and booking data.

• Highly organized with strong time-management and multitasking skills.

• Emotionally stable, adaptable, and open to feedback.

• Strong interpersonal and professional communication skills.

• Familiar with Google Workspace (Docs, Sheets, Drive) and online communication tools.

• Ready to work full-time in Bali office and flexible during high season operations.