Customer Care Unit Associate

Bobobox; Indonesia; On-site; IDR 60,000,000 - 90,000,000; Full time

Job summary

Bobobox is seeking a Customer Care Unit Associate to deliver excellent service to guests and customers during standard operating hours. You will handle chat inquiries, respond to reviews across Google, OTAs, and TripAdvisor, and support service improvements with cross-functional teams.

The role requires hospitality experience, strong communication, problem solving, and the ability to manage multiple guest concerns with professionalism.

Qualifications

• Bachelor’s degree in Hospitality, Tourism, Business, or related field.
• Minimum 1 year in customer support or guest-facing role.
• Experience in hospitality industry preferred.
• Strong communication, problem-solving and prioritization skills.

Responsibilities

• Handle guest inquiries, concerns and requests via chat and manage guest reviews across platforms (Google Reviews, OTAs, TripAdvisor) with timely, professional responses.
• Resolve guest issues per service standards and policies, assess urgency, escalate complex cases with clear follow-up info.
• Identify recurring guest concerns and collaborate with branches and cross-functional teams to drive service improvements.
• Support operational tasks, internal projects, and reporting, while managing priorities to ensure timely completion.

Skills

Customer service

Communication

Problem solving

Prioritization

Education

Bachelor’s degree in Hospitality, Tourism, Business, or related field

Tools

Hospitality platforms

Review management tools

Job description

Customer Care Unit Associate

Company: Bobobox | Job Type: Full-Time | Location: Indonesia

The Customer Care Associate ensures Bobobox guests and customers receive excellent service throughout standard operating hours. This role focuses on handling guest inquiries and concerns through chat channels, managing guest reviews across various platforms, and providing timely and professional support across all Bobobox products. The role also contributes to service improvement by identifying recurring guest concerns and collaborating with relevant teams to enhance the overall customer experience.

What you will do:

• Handle guest inquiries, concerns, and requests through chat channels, as well as manage guest reviews across platforms such as Google Reviews, Online Travel Agencies (OTAs), and TripAdvisor, ensuring timely, accurate, and professional responses.
• Resolve guest issues in accordance with established service standards and company policies, while assessing case urgency and escalating complex or sensitive cases to the relevant teams with clear information for follow-up.
• Identify recurring guest concerns and service gaps, and collaborate with branches and cross-functional teams to support service and operational improvements.
• Support assigned operational tasks, internal projects, administrative activities, and reporting responsibilities, while managing priorities effectively to ensure timely completion.

You will fit in this job if you:

• Bachelor’s degree in Hospitality, Tourism, Business, Communication, or a related field (or equivalent experience).
• Minimum 1 year of experience in a customer support or customer-facing role (e.g., front office, call center, or guest services).
• Background or experience in the hospitality industry (e.g., hotel, travel, or accommodation services) is strongly preferred.
• Excellent communication, problem-solving, and prioritization skills, with the ability to handle multiple guest concerns professionally.
• Familiarity with hospitality technology, customer service platforms, or review management platforms is preferred.

• Working primarily on regular business days, with flexibility to provide coverage on weekends and public holidays according to the assigned work schedule.