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.

Handle customer inquiries via Whats App, 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.

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.

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.

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.

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.

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.

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.

Reports directly to the Customer Relations Manager / Head of Sales and works closely with Operations, Finance, Creative, and Vendor teams.

We are seeking a team member who demonstrates emotional maturity, integrity, and commitment to long-term growth. The ideal candidate is able to work calmly under pressure, maintain respectful cross-department communication, support team performance, and contribute to a healthy, collaborative, and service-excellence-oriented work environment.