Customer Support

About the role

Receive and respond to customer inquiries regarding travel products, itineraries, and company services via email, phone, and live chat. Provide accurate guidance and information to customers concerning flight details, accommodation, cancellation policies, and travel requirements.

Key responsibilities:

• Assist customers in processing booking modifications (schedule changes), cancellations, or special requests (e.g., dietary requirements, room upgrades)

• Handle customer complaints or issues promptly and professionally, coordinating with the Operations, Reservation, or vendor teams to find the best solutions

• Provide emergency support for travelers experiencing unexpected issues while at their destination

• Log and manage all customer interactions, problem escalations, and resolution statuses accurately

• Collect feedback and reviews from customers post-trip to help improve service quality

• Build and maintain good relationships with customers to encourage loyalty and repeat bookings

Key Skills Required:

• Excellent interpersonal communication and active listening skills

• Fluent in English and Indonesian, both written and spoken

• High empathy, patience, and strong problem-solving skills when dealing with distressed or frustrated customers

• Good basic knowledge of tourist destinations, attractions, and travel products

• Proficient in Microsoft Office (Word, Excel), email platforms, and familiar with Customer Service software