Senior Customer Relations

About Juara Holding Group

Juara Holding Group is a Bali-based holding company managing a diverse portfolio across hospitality, property, lifestyle, and digital services. We are currently conducting a confidential recruitment process on behalf of a private executive family seeking a professional driver who can provide exceptional standards of safety, punctuality, privacy, and service.

We are looking for an experienced, service-oriented, detail-oriented, and emotionally mature Senior Customer Relations professional to manage the end-to-end customer journey, handle complex clients, support sales conversion, and maintain high service standards.

• Respond promptly and professionally to customer inquiries via Whats App, email, and company platforms.
• Act as the main PIC from initial inquiry to post-trip follow-up.
• Provide accurate information on packages, itineraries, pricing, and services.
• Handle VIP, international, high-value, and complex customers.
• Build strong relationships to support repeat bookings and referrals.
• Handle the sales process from inquiry to booking confirmation according to SOP.
• Follow up with prospective customers to improve conversion.
• Identify opportunities for upselling, cross-selling, upgrades, and additional services.
• Support broadcast marketing campaigns and follow up generated leads.

• Maintain accurate customer, booking, payment, and transaction data.
• Prepare and review itineraries, invoices, vouchers, and booking confirmations.
• Verify customer details, pricing, schedules, payments, and sales materials before sharing.
• Maintain complete and organized customer records.

• Coordinate with Operations, Finance, Vendors, Creative, and other relevant teams.
• Monitor booking progress, payment status, and customer requirements.
• Proactively identify potential issues and coordinate solutions.
• Handle complaints, escalations, and special requests professionally and empathetically.
• Take ownership of customer issues until resolution.
• Provide solutions according to company SOP and service standards.
• Escalate critical cases to management when required.
• Document complaints and corrective actions accurately.
• Conduct post-trip follow-up and collect customer feedback.
• Encourage satisfied customers to provide Trip Advisor or other relevant reviews.
• Monitor customer reviews and service feedback.
• Promote repeat bookings, referrals, and other company destinations or services.

• Prepare daily closing reports covering sales, bookings, issues, targets, and action plans.
• Maintain accurate customer and sales data for reporting.
• Highlight recurring customer issues and improvement opportunities.

• Support team members in handling customer and operational issues.
• Provide guidance and practical solutions for complex cases.
• Support onboarding and knowledge sharing for new team members.
• Assist manager in maintaining service quality and response standards.

• Monitor customer feedback and recurring service issues.
• Recommend improvements to customer experience, workflows, and SOPs.
• Support continuous improvement of Customer Relations service standards.

• Follow company SOPs, policies, and service standards.
• Maintain confidentiality of customer, financial, and company information.
• Ensure documentation and records are complete and properly maintained.
• Demonstrate integrity, accountability, professionalism, and ethical conduct.

• Minimum Bachelor's Degree (S1).
• Minimum 5 years of relevant experience in Customer Relations, Customer Service, Sales, Hospitality, Travel, or related fields.
• Proficient in spoken and written English. TOEFL/IELTS certification is an advantage.
• Strong communication, negotiation, problem-solving, and complaint-handling skills.
• Detail-oriented, organized, emotionally mature, and able to work under pressure.
• Strong ownership, accountability, multitasking, and time-management skills.
• Proficient in Microsoft Office, Google Workspace/Sheets, CRM, Whats App, and email correspondence.
• Willing to work full-time on-site in Bali and remain flexible according to operational requirements.

• Experience in Liveaboard, travel, hospitality, OTA, or luxury tourism.
• Experience handling VIP, international, or high-value customers.
• Previous Senior, Team…