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

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.