Customer Support

VTL Travel Private Limited; Surabaya ꦱꦸꦫꦧꦪ; On-site; IDR 60,000,000 - 120,000,000; Full time

Benefits offered by this job

Competitive remuneration packages

Professional development opportunities

Flexible working arrangements where/if

Work-life balance

Job summary

VTL Travel Private Limited in Surabaya, East Java, seeks a Customer Support professional to be the vital link between customers and our travel services. This full-time role involves handling inquiries, sharing accurate information on packages and destinations, and assisting with bookings and amendments to ensure a seamless experience.

You will collaborate with the sales and operations teams to meet customer needs, resolve issues promptly, maintain detailed records, and contribute to retention

Qualifications

• Proven experience in customer support, client administration or a related role within the travel, hospitality or service industry.
• Excellent communication skills with the ability to engage professionally with customers and internal teams.
• Strong organisational and time-management abilities with capability to handle multiple tasks simultaneously.

Responsibilities

• Respond promptly and professionally to customer enquiries via phone, email, live chat and social media channels.
• Provide accurate and detailed information about travel packages, destinations and services.
• Process customer requests, bookings and amendments with attention to detail.
• Resolve customer complaints and issues in a timely and satisfactory manner.
• Maintain detailed records of customer interactions and transaction history.
• Coordinate with the sales team and operational departments to ensure customer needs are met.
• Support the sales team with administrative tasks including quote generation and proposal preparation.
• Identify opportunities to upsell or cross-sell travel services based on customer needs.
• Follow company procedures and policies to ensure consistency and quality standards.
• Contribute to continuous improvement by providing feedback on customer concerns and service gaps.

Skills

Customer service

Communication

Organizational skills

Multitasking

Tools

CRM systems

MS Office

Booking systems

Job description

About us

VTL Travel Private Limited is a dynamic travel company committed to delivering exceptional travel experiences and customer service. We specialise in providing comprehensive travel solutions to clients across diverse markets. Our mission is to inspire wanderlust whilst ensuring every customer journey is seamless, memorable and tailored to their unique needs. We pride ourselves on our dedication to excellence, innovation and building lasting relationships with our clients.

About the role

We are seeking a Customer Support professional to join our team at VTL Travel Private Limited in Surabaya, East Java. This is a full-time position where you will be the vital link between our customers and our travel services, ensuring every interaction leaves a positive impression. As a Customer Support representative, you will play an essential role in maintaining customer satisfaction, resolving enquiries and supporting our sales team. Your contributions will directly impact customer retention, business growth and our reputation as a trusted travel provider.

What you'll be doing

• Respond promptly and professionally to customer enquiries via phone, email, live chat and social media channels
• Provide accurate and detailed information about travel packages, destinations and services
• Process customer requests, bookings and amendments with attention to detail
• Resolve customer complaints and issues in a timely and satisfactory manner
• Maintain detailed records of customer interactions and transaction history
• Coordinate with the sales team and operational departments to ensure customer needs are met
• Support the sales team with administrative tasks including quote generation and proposal preparation
• Identify opportunities to upsell or cross-sell travel services based on customer needs
• Follow company procedures and policies to ensure consistency and quality standards
• Contribute to continuous improvement by providing feedback on customer concerns and service gaps

What we're looking for

• Proven experience in customer support, client administration or a related role within the travel, hospitality or service industry
• Excellent communication skills with the ability to engage professionally with customers and internal teams
• Strong organisational and time-management abilities with capability to handle multiple tasks simultaneously
• Proficiency in using customer relationship management (CRM) systems and Microsoft Office applications
• Knowledge of travel products, destinations and booking systems is preferred
• Ability to remain calm and composed when handling difficult customer situations
• Attention to detail and accuracy in data entry and record-keeping
• Fluency in English and Indonesian, with additional language skills being advantageous
• A positive attitude, problem-solving mindset and genuine passion for delivering excellent customer service
• Flexibility and willingness to work in a fast-paced, dynamic environment

What we offer

We are committed to creating a supportive and rewarding work environment where your contributions are valued and recognised. We offer competitive remuneration packages commensurate with experience and qualifications. You will have opportunities for professional development and career progression within our growing organisation. We foster a collaborative team culture where innovation and continuous learning are encouraged. Additional benefits include flexible working arrangements where applicable and a supportive workplace that prioritises work-life balance. We believe in investing in our employees and providing the tools and resources necessary for your success.