Customer Service Executive

Tumlare Corporation; Jakarta Selatan; Hybrid; IDR 66,960,000 - 100,440,000; Full time

Benefits offered by this job

Hybrid work

International environment

Diversity & inclusion

Training opportunities

Employee engagement activities

Job summary

Kuoni Tumlare is seeking a Customer Service Executive in Indonesia to handle calls, emails, and chats for European tours while ensuring high customer satisfaction. You will act as a local PR contact and sales support, maintaining relationships and promoting future business.

The role requires English and Japanese fluency, 1–2 years in customer service, and flexibility for night/weekend shifts. Hybrid work setup and international collaboration are offered.

Qualifications

• Business level of English is essential (spoken and written).
• Native level fluency of Japanese is essential (spoken and written).
• 1- or 2-years' experience in customer service/travel industry/call centre desired.

Responsibilities

• Effectively handle all incoming calls, emails, chats for customers travelling within the Company's European territories.
• Professionally deal with queries and/or complaints from customers, suppliers, or hoteliers.
• Conduct a feasibility review for itineraries to ensure they are user friendly and run smoothly.
• Process and confirm all service bookings accurately, noting any special requirements of customers.
• Regular service quality checks and monitoring of services provided on tours.
• Provide clear, detailed reports/presentations after interactions and inspections.
• Meet-n-Greet customers and tour leaders during/after office hours as required.
• Work on shift hours including night shifts, weekends, and bank holidays as required.
• Act as emergency response team and support tour leaders/customers during crises.

Skills

English proficiency

Japanese language

Customer service

Call centre

Microsoft Office

Tools

Microsoft Office

Job description

About Kuoni Tumlare:

At Kuoni Tumlare, we deliver truly inspiring and innovative solutions and experiences that create value both for our Partners and Society at large. Our wide portfolio of products and solutions is built on 100+ years of destination management experience.

Our solutions include series tours, technical visits, educational tours, Japanspecialist travel consulting, as well as meetings, incentives, conferences, and exhibitions. Our product portfolio includes MyBus excursions at destinations as well as guaranteed departure tours devised and delivered by our Seat-in-Coach specialists, Europamundo (EMV) and MyBus Landcruise.

We cater to a wide range of customer needs in close collaboration with our trusted suppliers and powered by our team of destinations experts - enabling us to make a real difference to the world.

About the Business:

Our Destination Management services form the core of our business. Together with our destination experts, our sales teams generate business and shape itineraries suited to our customers' needs with real-time insider knowledge. We take care of everything from ground support, hotel bookings, sightseeing, restaurants, and local guides; all while providing 24/7 customer support so that travelers from over 50 countries can enjoy memorable travel experiences worry-free.

About The Job:

The key objective of this position is handling of tours and provide dedicated support to ensure customer satisfaction throughout trips and to provide efficient solutions to any problems that may arise. This shall be done with a strong focus on high quality customer service. Customer Service Executive will also provide first contact point for all emergency situations that may arise also expected to function as local PR agents and sales support to maintain existing customer relationships and to promote future business. We would welcome applicants with a pleasing personality and approachable nature.

Responsibilities:

• Effectively handle all incoming calls, emails, chats for customers travelling within the Company's European territories


• Professionally dealing queries and/or complaints that may arise from customers, suppliers, or hoteliers.


• Conduct a feasibility review for itineraries to ensure they are user friendly and will run smoothly.


• Process and confirm all service bookings efficiently and accurately, paying attention to any special requirements of the customers.


• Regular service quality checks and monitoring of services provided on tours.


• Provide clear, detailed reports/presentations following interaction with customers and/or other inspections and spot checks.


• Meet-n-Greet customers and tour leaders during and outside office hours as/when required.


• Work on shift hours pattern including night shift, weekends, and bank holidays as/when require.


• Act as an emergency response team and provide support to tour leaders/customers during any unexpected crisis situations that may arise

Requirements:

• Applicants must have the legal right to work in Indonesia at the time of application, as visa sponsorship is not available for this position.


• The CV/resume must be submitted in English only.


• 1- or 2-years' experience in customer service/travel industry/call centre, is desirable.


• Previous Contact Centre technology knowledge is desirable.


• Travel industry market & culture understanding/experience for APAC/EMEA desirable.


• Business level of English is essential (both verbal and written)


• Native level fluency of Japanese is essential (both verbal and written)


• Any other language = desirable (e.g., Mandarin, Korean, Italian, French, Spanish)


• Computer literacy – experience in working with Microsoft Office

We are looking for someone who is:

• Passionate and want to learn tourism business especially wholesale


• Enjoying working in back office & operations


• Team player and with good communication skills


• Result oriented, creative and energetic.

What we offer:

• Hybrid working module


• Opportunity to work in an international environment.


• Diverse & Inclusive culture.


• Learning and training opportunities for growth.


• Dedicated Employee Engagement Activities.