Customer Service Supervisor

Sea Creatures Diving Komodo; Daerah Khusus Ibukota Jakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A diving tour company in Labuan Bajo, Komodo, is seeking a Front Desk Supervisor to oversee customer service operations and manage the front desk team. The ideal candidate has supervisory experience in retail or tourism, is proficient in computer skills, and enjoys working with people. This position offers the opportunity to learn about diving and conservation while providing excellent service to guests.

Qualifications

• 2 years of experience as a supervisor in retail, tourism, or water sports.
• Strong planning and analytical skills.
• Willingness to work weekends, holidays, and evenings.
• Ability to speak English and Bahasa Indonesia.

Responsibilities

• Oversee the front desk team to provide superior customer service.
• Ensure proper processes are followed by the team.
• Support operations and ensure daily dive plan accuracy.
• Manage a small retail inventory and check stock.

Skills

Leadership

Customer service

Communication

Delegation

Problem-solving

Education

Bachelor's degree in business or marketing

Tools

Excel

Google Sheets

Word

Job description

The position oversees the front desk team to provide superior customer service and sell scuba diving trips to guests. This is a leadership position where you are responsible for ensuring the proper processes are followed and that your team is working at the highest level. The ideal candidate has experience supervising others in a retail environment, is comfortable delegating tasks, and is capable of motivating people. You have good computer skills and are a quick learner.

This position spans both customer service and operations. You will work directly with customers to sell trips to walk‑up customers, answer incoming enquiries via WhatsApp and email, and ensure your team is dealing with these tasks appropriately. You will provide mentorship and identify when staff need further training or require disciplinary action.

You will support operations by ensuring that the daily dive plan is accurate and posted in a timely fashion. You will be responsible for ensuring that your team is checking inventory in and out to make sure that assets do not go missing and supplies are ordered when needed. You will be responsible for managing a small inventory of retail items and submitting order requests when inventory is low.

You do not need to be a scuba diver to thrive in this position, but interest in the underwater world is a must. You will have the opportunity to learn about diving and ocean conservation, and you can scuba dive in your free time. This position offers a lot of opportunity to meet new people and work in a fun environment where your customers really enjoy seeing you.

Job Responsibilities:

• Ensure a high level of customer service through in‑person and digital interactions
• Provide accurate information to potential customers and work to close sales
• Oversee sales and communications to ensure that all team members are taking the appropriate steps and using accurate information
• Delegate tasks to team members and check that tasks have been completed correctly
• Offer feedback and encouragement to employees to help grow their skills
• Oversee daily dive plan to ensure accuracy
• Enforce check‑in/check‑out processes for company assets
• Create invoices for customers and collect payment
• Support online sales
• Ensure POS is up‑to‑date and used correctly
• Develop a deep understanding of our products and become the subject matter expert for retail sales and office operations
• Work with the team to ensure all boat paperwork is accurate and up‑to‑date
• Manage a small retail inventory and keep adequate stock
• Contribute to the hiring of new staff
• Escalate issues to general manager and owners, when necessary
• Other responsibilities as assigned

Job Requirements:

• Willingness to live and work in Labuan Bajo, Komodo, NTT
• 2 years as a supervisor in retail, tourism, or water sports
• Proficiency using Excel/Google Sheets, Word, and advanced computer skills
• Strong planning, analytical, and problem‑solving skills
• Trustworthy and capable of handling cash responsibly
• Excellent communication skills and ability to connect with people from other cultures
• Knowledge of scuba diving preferred
• Bachelor's degree in business or marketing preferred
• Ability to speak English and Bahasa Indonesia required
• Willingness to work weekends and holidays and evenings, as scheduled

Job Type: Full‑time

Application Question(s):
Are you willing to live and work in Labuan Bajo, NTT

Language: English (Preferred)