Contact Center & Customer Services Officer

Travel + Leisure Co.; Provinsi Bali; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading travel and vacation company in Indonesia is seeking a dedicated professional for member servicing. In this role, you will efficiently manage member communications and bookings, ensuring high satisfaction. Ideal candidates will have experience in customer-focused roles, particularly within tourism or travel, and must be fluent in English. The company promotes an inclusive work environment and encourages innovation while delivering exceptional service to travelers.

Qualifications

• Experience in customer-focused roles within tourism or travel industries.
• Fluent in English for daily communication.
• Hospitality industry experience in reservations and services.

Responsibilities

• Respond to inbound online messaging on Member servicing platforms.
• Manage response times to all Member Servicing e-communication channels.
• Process Member bookings efficiently via all communication channels.

Skills

Customer service

Fluency in English

Communication skills

Positive professional manner

Flexibility

Tools

MS Word

Excel

Outlook

Job description

Overview

We Put the World on Vacation. Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

Key Responsibilities

• Efficiently respond to inbound online messaging on Member servicing platforms within a three hour turnaround.
• Efficiently manage response times to all Member Servicing e-communication channels including Email and online messaging for the SEA region within a three hour turnaround.
• Process all Member bookings efficiently and in a timely manner via all communication channels including e-communication.
• Assist with the development of working processes and operating SOPs; supervise as required.
• Follow company processes to ensure member engagement.
• Effectively deliver member engagement programs to members and guests.
• Effectively deliver the new-member onboarding program.
• Assist with the distribution of Member Kits to Members.
• Assist with providing regular reporting requirements to Corporate.
• Deliver 1-1 Member Education Program.
• Understand and instil branded service standards, company systems and processes, then adapt and localize owner service to maintain member satisfaction at a high level.
• Ensure quality business standards of service are always delivered.
• Behave in a professional manner and actively participate as a team member to achieve company and departmental goals.
• Follow tasks assigned by superiors: take directions and execute tasks as assigned by supervisors, contributing positively to team objectives and projects.
• Adhere to all company policies.
• Display a Count on Me! Service to all internal and external parties following the CARE philosophy of the business.
• Any other duties as required and/or directed by Supervisor or Manager.
• Ensure that all reasonable health and safety directions are followed, and avoid actions that could risk health and safety in the workplace.
• Display innovation through inspiring, creating and improving processes and products.
• Show integrity in all aspects of the position by doing the right thing, taking responsibility and delivering on the promise.

Key Position Criteria

• Experience in customer-focused roles within tourism, education and/or travel industries in sales positions.
• Fluent in English: essential for effective daily communication with corporate headquarters and international teams.
• Hospitality industry reservation and services-related working experience in manager roles.
• Good computer skills including MS Word, Excel, Outlook.
• Strong communication and influencing skills.
• A positive, professional manner with the ability to represent the department in internal meetings and engage with relationships at all levels.
• Positive thinking and not afraid of challenges.
• Confident, flexible, with the ability to work in a fast-paced and changing environment.
• Flexibility in working schedule – ability to work weekends, public holidays, evenings as required.

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We’re always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without regard to membership in any protected class. If you require a reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [e-mail], including the title and location of the position for which you are applying.