Customer Service Executive (Mandarin Speaking)

Kuoni Tumlare; Jakarta Pusat; On-site; IDR 78,120,000 - 133,920,000; Full time

Job summary

Kuoni Tumlare in Jakarta is seeking a Customer Service Executive to manage tours and provide dedicated support to ensure customer satisfaction throughout trips. You will be the first point of contact for emergencies and may act as a local PR agent and sales support to maintain relationships.

The ideal candidate has Mandarin fluency (HSK5), excellent English, 1–2 years in customer service or travel, and solid MS Office skills.

Qualifications

• Mandarin proficiency required (HSK5) and ability to read/write Traditional Chinese.
• Fluent Mandarin and English (written and spoken) are essential.
• 1–2 years of customer service/travel industry experience desirable.
• Strong communication and teamwork skills.

Responsibilities

• Handle incoming calls, emails, and chats for customers traveling within the Company’s European territories.
• Professionally address queries and/or complaints from customers, suppliers, or hoteliers.
• Conduct feasibility reviews for itineraries to ensure user-friendliness and smooth operations.
• Process and confirm service bookings accurately, noting any special requirements.
• Regular service quality checks and reporting following interactions and inspections.
• Meet and greet customers and tour leaders during/after office hours as required.
• Work on shift patterns including night shifts, weekends, and holidays.
• Act as an emergency response team member to assist during crises.

Skills

Mandarin proficiency

English communication

MS Office

Customer service

Tools

Microsoft Office

Job description

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

Job 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.
• Mandarin proficiency is mandatory. Candidates must be fluent in spoken Mandarin and able to read and write Traditional Chinese, with a minimum HSK 5 certification.
• Applicants who do not have the required Mandarin proficiency and Traditional Chinese reading and writing skills are advised not to apply.
• 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.
• Conversation in Mandarin / English is essential (both verbal and written)
• 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:

• Opportunity to work in an international environment.
• Diverse & Inclusive culture.
• Learning and training opportunities for growth.
• Dedicated Employee Engagement Activities.