Customer Support

PT Kompas Wisata Indonesia; Denpasar; On-site; IDR 89,280,000 - 122,760,000; Full time

Job summary

PT Kompas Wisata Indonesia in Denpasar, Bali, seeks a Customer Service Agent to assist travelers with inquiries about travel products, itineraries, and services via email, phone, and live chat. You will provide accurate guidance, empathize with clients, and help plan journeys.

You will handle bookings changes, cancellations, or special requests, resolve complaints by coordinating with Operations, Reservations, or vendors, and provide emergency support for travelers abroad.

Qualifications

• Experience in customer service or travel bookings is preferred.
• Excellent communication and active listening skills.
• Ability to handle high-pressure situations calmly.

Responsibilities

• Respond to inquiries via email, phone, and live chat with accurate information.
• Process booking modifications, cancellations, and special requests.
• Resolve complaints by coordinating with operations, reservations, or vendors.
• Provide emergency travel support when travelers are abroad.
• Log interactions and track escalations and resolutions.
• Collect post-trip feedback to improve service quality.
• Foster customer relationships to encourage loyalty and repeat bookings.

Skills

Multichannel communication

English & Indonesian

Empathy & patience

Problem solving

Travel product knowledge

MS Office & email tools

Tools

CRM software

Email platforms

Job description

Receive and respond to customer inquiries regarding travel products, itineraries, and company services via email, phone, and live chat. Provide accurate guidance and information to customers concerning flight details, accommodation, cancellation policies, and travel requirements.

Key responsibilities:

Assist customers in processing booking modifications (schedule changes), cancellations, or special requests (e.g., dietary requirements, room upgrades)

Handle customer complaints or issues promptly and professionally, coordinating with the Operations, Reservation, or vendor teams to find the best solutions

Provide emergency support for travelers experiencing unexpected issues while at their destination

Log and manage all customer interactions, problem escalations, and resolution statuses accurately

Collect feedback and reviews from customers post-trip to help improve service quality

Build and maintain good relationships with customers to encourage loyalty and repeat bookings

Key Skills Required:

Excellent interpersonal communication and active listening skills

Fluent in English and Indonesian, both written and spoken

High empathy, patience, and strong problem-solving skills when dealing with distressed or frustrated customers

Good basic knowledge of tourist destinations, attractions, and travel products

Proficient in Microsoft Office (Word, Excel), email platforms, and familiar with Customer Service software