Customer Service Officer

Nirvana Life Bali; Provinsi Bali; On-site; IDR 60,000,000 - 90,000,000; Full time

Job summary

Nirvana Massage Bali is seeking a friendly online customer service specialist to respond to member and guest inquiries, support booking coordination, and resolve issues with our wellness brand voice.

You will handle inquiries via WhatsApp, email and social media, maintain records, and help improve service delivery while working flexible hours including weekends.

Qualifications

• High school diploma minimum; hospitality or customer service background is a plus.
• Experience in digital/online customer service, preferably wellness, fitness, or hospitality.
• Excellent written English and Bahasa Indonesia.
• Fast typing, detail-oriented, able to multitask across platforms.
• Willing to work flexible hours, including weekends and holidays.
• Familiar with WhatsApp Business, email, social media messaging, and basic CRM tools.

Responsibilities

• Respond promptly to inquiries via WhatsApp, email, social media inboxes, and website chat.
• Provide accurate information about memberships, classes and services.
• Handle complaints with calm, empathetic, solution-focused approach.
• Assist members in booking or rescheduling classes and services online.
• Coordinate with front desk to ensure smooth service follow-up.
• Monitor class limits and waiting lists; update clients on availability.
• Maintain organized records of conversations and requests.
• Prepare basic service reports from online feedback trends.
• Share member suggestions with management for improvement.

Skills

Customer service

English proficiency

Bahasa Indonesia

Communication

Typing

Multitasking

Education

High school diploma

Tools

WhatsApp Business

CRM tools

Email platforms

Social media messaging

Job description

This role ensures that all member and guest inquiries are responded to quickly, accurately, and professionally. The ideal candidate provides an exceptional online customer experience, supports booking coordination, and resolves issues efficiently while representing the club’s values and tone.

Key Responsibilities:

Online Communication & Member Support:

Respond promptly to inquiries received via WhatsApp, email, social media inboxes, and website chat.

Provide accurate information about memberships, classes, schedules, and club services.

Handle complaints or concerns online with a calm, empathetic, and solution-focused approach.

Booking & Coordination:

Assist members in booking or rescheduling classes, massage appointments, or other services via online platforms.

Coordinate with front desk and operations teams to ensure smooth service follow-up.

Monitor class limits, waiting lists, and update clients on availability.

Administrative & Reporting Tasks:

Maintain clear and organized records of conversations and requests.

Help prepare basic service reports based on online feedback and inquiry trends.

Share member suggestions or service issues with the management team for review and improvement.

Qualifications:

Minimum high school diploma; a background in hospitality, communication, or customer service is a plus.

Proven experience in digital or online customer service (preferably in the wellness, fitness, or hospitality industry).

Excellent written communication skills in English and Bahasa Indonesia.

Fast typing, attention to detail, and the ability to multitask across platforms.

Familiar with WhatsApp Business, email platforms, social media messaging, and basic CRM tools.

Patient, friendly, and service-oriented personality.

Ability to work flexible hours, including weekends and holidays if needed.

Enjoy tailored therapies to meet your unique needs. Nestled in the heart of Canggu, Nirvana Massage provides an oasis of calm to release tension, improve flexibility and aid in faster mental and physical recovery.

Enjoy tailored therapies to meet your unique needs. Nestled in the heart of Canggu, Nirvana Massage provides an oasis of calm to release tension, improve flexibility and aid in faster mental and physical recovery.