Customer Support

Bookandlink (PT Surya Jagat Mandiri); Denpasar; Hybrid; IDR 100.000.000 - 200.000.000; Part time

Job summary

A cloud hospitality software company in Denpasar is seeking a Customer Support professional for a hybrid role. The ideal candidate will manage customer interactions, assist with technical issues, and ensure client satisfaction. Qualifications include strong customer and technical support skills, effective communication in English (Japanese is an advantage), and the ability to work independently and as part of a team. This position will involve documenting interactions and fostering relationships with customers.

Qualifications

• Experience in hospitality or technology is a plus.
• Ability to prioritize and manage multiple tasks.
• Capacity to work independently and within a team.

Responsibilities

• Handle day-to-day customer interactions and support emails.
• Clarify customer requests and resolve issues.
• Document all interactions in the Support Center Database.
• Build sustainable customer relationships.
• Follow up on complaints and feedback.

Skills

Customer Support

Technical Support

Interpersonal Skills

Excellent communication in English

Understanding of Japanese

Job description

Tripla Bookandlink Indonesia is a cloud hospitality software that offers affordable solutions to the hospitality industry. We provide state‑of‑the‑art tools for hotels to rent and sell more rooms online. Our services include channel management, booking engines, PMS, yield management, payment processing, rate shopping, e‑commerce services, and website creation. We are located in Denpasar, which offers flexibility for some remote work. Onboarding starts in March 2026.

Role Description

This is a contract hybrid role as a customer support. The Customer Support will be responsible for day‑to‑day customer interactions, answering support emails, assisting with technical issues, and ensuring customer satisfaction.

Qualifications

• Familiarize yourself with hotel channel managers, property management systems, and hotel booking engines.
• Customer Support, Technical Support, and Interpersonal Skills.
• Ability to work independently and as part of a team to resolve issues and provide excellent customer service.
• Ability to prioritize and manage multiple tasks and deadlines.
• Excellent written and verbal communication skills in English and understanding Japanese is an advantage.
• Having experience in the hospitality (Front Liner) and/or technology industry is a plus.

Responsibilities

• Conduct the standards and procedures that apply to communicating with customers.
• Processing customer requests, clarifying information, and resolving every problem to provide alternative solutions.
• Document all customer interactions in the Support Center Database for further use.
• Creating sustainable customer relationships by making extra efforts to build closeness with customers.
• Following up on complaints and feedback and liaising the complaints and feedback submitted by customers to be followed up (either directly carried out in place or escalated to the relevant units).