Customer Experience Team Leader - Bali, Indonesia

Flight Centre Travel Group; Provinsi Bali; On-site; IDR 513,259,195 - 855,431,993; Full time

Benefits offered by this job

Travel Discounts

Career Growth Opportunities

Access to LinkedIn Learning

Recognition Events

Inclusive Workplace

Paid Parental and Volunteer Leave

Sustainability Commitment

Job summary

An international travel service firm in Bali is seeking a Customer Experience Team Leader to oversee operations of the customer service team focused on excellent support for travelers. The ideal candidate will have 2-5 years in customer service management and strong leadership skills. Responsibilities include managing a 24/7 service team, ensuring high satisfaction levels, and handling crisis situations effectively. The position offers travel discounts, career growth opportunities, and a commitment to sustainability.

Qualifications

• Minimum of 2-5 years of experience in customer service management, preferably in a related industry.
• Experience with customer service in a tourism-related business or e-commerce environment is essential.
• Business Level English (verbal and written) is essential.

Responsibilities

• Oversee the day-to-day operations of the customer service team.
• Ensure excellent customer care and support pre, during and post travel.
• Monitor and manage SLAs to maintain high customer satisfaction.

Skills

Leadership

Customer Service Management

Data Analysis

Effective Communication

Problem-Solving

Education

Degree or Diploma in Tourism

Job description

About The Opportunity

The Customer Experience Team Leader is responsible for overseeing the day-to-day operations of the customer service team, ensuring that agents and travelers receive excellent customer care and support pre, during and post travel. The CXTL manages a team of customer service representatives (outsourced or in-house) operating on a 24/7 basis, establishes processes and procedures, monitors and manages SLAs to maintain a high level of customer satisfaction. The Customer Experience Team Leader is capable and confident in leading the organization in crisis management and diverse situations.

The Essentials

• Degree or Diploma in Tourism field is an advantage.
• Minimum of 2-5 years of experience in customer service management, preferably in a related industry.
• Ability to analyze customer data and identify trends and opportunities for improvement.
• Experience with customer service in a tourism related business or e-commerce environment is essential.
• Demonstrated ability to develop and implement customer service policies and procedures is an advantage.
• Business Level English (verbal and written) is essential.

The Attributes

• Strong leadership and management skills, with the ability to motivate and develop a team.
• Outstanding communication, interpersonal and leadership skills with the ability to communicate effectively with customers, employees, and management.
• Excellent organizational and time-management skills.
• Effective negotiation and vendor management skills.
• Strong problem‑solving skills and the ability to handle complex customer issues.
• Critical analysis skills with attention to detail.
• Strong commercial acumen.
• Customer centric with commitment to high standards of service delivery.
• Passion and curiosity for learning new technologies and understanding how things work.
• Flexible working hours that may include late nights, weekends and early mornings (to accommodate different time zones).
• Comfortable with uncertainties or changing priorities and ability to work under pressure.
• Willing to travel for business when required.

What You Will Enjoy

• 🎉 Culture: Join Discova and Flight Centre Travel Group—certified Great Place to Work® across multiple regions with a team culture like no other in the travel industry.
• 🌏 Travel Discounts: Exclusive rates for you, family and friends on flights, hotels, tours, cruises, travel insurance and more.
• 💎 Career Growth: Real opportunities across a global network of brands—we promote from within and invest in your development.
• 🔧 Learning & Development: Access to LinkedIn Learning with 24,500+ courses; individualized development pathways.
• 🎊 Recognition: Famous FCTG culture at Reward & Recognition events including Global Gathering and EOFY celebrations.
• 👐🏽 Inclusive Workplace: We’re an Equal Opportunity Employer welcoming diversity across race, ethnicity, religion, gender identity, sexual orientation, disability, and age.
• 🙏🏼 Give Back: Corporate Social Responsibility program; paid parental and volunteer leave.
• 💚 Sustainability: We’re committed to protecting the environment essential to tourism’s future.