Customer Care Manager

Layanan Konsumen – Berhadapan dengan Konsumen (Call Center & Layanan Konsumen); Denpasar; On-site; IDR 100,000,000 - 200,000,000; Full time

Job summary

A leading company in the travel industry is seeking a Customer Care Manager to oversee their customer service team. The role involves managing operations, ensuring high customer satisfaction, and fostering team development. The ideal candidate will possess strong leadership and communication skills, with a background in tourism and customer service. This position is crucial for enhancing the overall customer experience and requires a proactive approach to problem-solving.

Qualifications

• Minimum 5 years of experience in a similar role.
• Experience in the tourism field is a requirement.

Responsibilities

• Manage and motivate the customer service team.
• Address and resolve escalated customer issues.
• Conduct regular team meetings to share updates.

Skills

Leadership

Communication

Analytical Skills

Organizational Skills

Education

Bachelor’s Degree

Tools

Zendesk

Job description

Managing, overseeing and assessing customer service team and Guest Relation Officer activities, and

providing them with regular performance-related feedback. Strategizing and monitoring the daily

activities of customer service operations.

TheCustomer Care Manageris responsible for overseeing and managing the customer service team to

ensure that all customer inquiries, concerns, and issues are addressed effectively and efficiently. This

role is crucial in maintaining high levels of customer satisfaction and enhancing the overall experience

for travelers. The Customer Care Manager will work closely with various Inbound and Operations

departments to ensure that the company’s services meet or exceed customer expectations.

Responsibilities:

Team Leadership and Scheduling:

Manage, Lead, and motivate the customer service team and Guest Relation Officer

representative, ensuring the team operates efficiently and maintains a positive attitude.

Develop and maintain a 24/7 shift schedule to ensure continuous coverage.

Coach and develop team members, fostering a culture of growth and continuous improvement.

Set clear performance goals for the team and provide continuous coaching, feedback, and

training.

Conduct regular team meetings to address issues, share updates, and encourage collaboration.

Foster a culture of excellence in customer service, with a focus on customer-centric solutions.

Customer Care Operations:

Ensure all customer care channels (phone, email, messaging apps) are monitored and adhere to

company guidelines.

Shifting with the team to receive customer calls, messages, mails, requests, or complaints.

Communicating with customers on behalf of the company

Ensure the customer care log is timely prepared, accurately and timely input with the necessary

info by all involved team members.

Coordinate with the Customer Care team for the assignment of the Customer Care hotline

Be able to undertake activities for specific projects and/or programs as per request

Prompt Flag-up the issue leading to negative feedback to the direct superior and concerned

leaders in the other departments

Recruit, supervise, performance, evaluation, training and development of staff/ intern in the

Customer Care department in collaboration with the Customer Care team.

Actively participate in the rotation of customer care duties to maintain firsthand experience

with operations and challenges.

Address and resolve escalated customer issues, ensuring a swift and satisfactory resolution.

Identify and assess customers’ needs to achieve satisfaction and help to exceed expectations

Build sustainable relationships of trust, through open and interactive communication with

clients

Provide accurate, valid and complete information to clients on the spot by using Tour plan and

EXO systems

Handle complaints, provide appropriate solutions and alternatives within the time limits and

follow up to ensure any issues are resolved while clients are still in-house

Help to establish and maintain client communication procedures, guidelines and policies

Ensure all the Guest relation officer to conduct daily customer courtesy calls and visiting the

client (especially for Luxury clients, VIPS’s, Asia Voyage Clients and agents traveling with us) and

be the person to ensure the customer care team to coordinate with guide or guest relationship

officer.

Investigate In-house & post-travel complaints from clients and agents and come up with a

suitable solution or compensation.

To be in charge of the emergency phone on a rotating schedule with customer care team and

provide call support for customers on the ground.

Coordinate with the operations and IB department about customer needs and complaints to

manage expectations and ensure successful completion of their trip

Import customer care skills knowledge to the team and provide or assist in training to guides or

new customer care team members

Ensure the team to record all customer interactions on day-to-day basis, record all issues faced

by the clients and set an Action Plan in coordination with the respective person or departments

in order to anticipate and avoid potential future issues for clients on spot. This process allows us

to reduce any repetitive issues and improve overall service levels for existing and future clients

Quality Control and Process Improvement:

● Regularly review and analyze customer care reports for track performance and identify recurring

issues.

● Present findings to department managers and collaborate on developing actionable strategies to

enhance service quality and prevent future occurrences.

● Set and monitor Objectives and Key Results (OKRs) focused on reducing repeat issues and

improving customer satisfaction.

● Work with contracting, product and operation departments to establish quality & safety

requirements for existing new service suppliers.

● Define quality check procedures in conjunction with operations and product department.

● Make suggestions on how to improve the quality and safety of our services and assist with

implementing them.

● Assist operations in supplier and guide training.

● Collect and analyze appreciation forms from guides and share data report on a weekly basis with

GM, Inbound, Operation and Product department to improve and avoid future issues.

● Record data collected from appreciation forms and use it to evaluate and grade our guides and

main service suppliers and share it with relevant departments.

● Establish a Customer Care Database with data for inbound and other departments to access

Managerial Task:

● Liaise with the other departments within EXO Travel Indonesia and coordinating and

collaborating with other Customer Care departments across EXO Destinations and Head Office

for cross sharing information and best practices.

● Develop and maintain excellent relations with clients, agents and suppliers

● Develop and improve together with the Customer Care and Guest Relation Officer team, the

best Practices for in-house client communication and interdepartmental cooperation, between

IB/CC & OPS.

● Prepare a Monthly Customer Care Report to General Manager.

Training & Development:

Ensure that all customer service team members are well-trained on company products, services,

company values, visions and SOP

Provide continuous professional development opportunities for team members.

Conduct performance reviews of senior team members and develop action plans to address

areas for improvement

Take charge of managing critical situations or emergencies involving customers, such as

disruptions in tours or travel arrangements, ensuring clear communication and swift and

effective resolutions.

Develop and implement contingency plans to address common disruptions and issues.

Qualifications:

● Good command of both written and spoken English (other languages is an advantage, French is

preferred).

● Bachelor’s Degree or higher in relevant field

● Experience in the Tourism field is a requirement, experience in customer care or operations is an

advantage

● Minimum 5 years of Experience in a similar role

Skills:

o Demonstrated ability to lead, motivate, and maintain a high-performance team.

o Experience in managing shift-based work schedules in a 24/7 operational environment.

o Excellent interpersonal and communication skills, with the ability to effectively

negotiate and resolve conflicts.

o Proven ability to develop and maintain productive working relationships with internal

and external stakeholders.

o Strong analytical skills with a proven track record in data-driven decision making and

quality control.

o Competency in using Zendesk and other customer service software to pull reports and

o Exceptional organizational and multitasking skills, capable of working under pressure

and prioritizing tasks effectively.

Note: This job description is dynamic and not intended to be all inclusive. You may perform other duties

as negotiated to meet the ongoing needs of the organization.

What's your expected monthly basic salary?

Which of the following types of qualifications do you have?

How many years' experience do you have as a Customer Care Manager?

Do you have customer service experience?

EXO Travel (formerly Exotissimo) has been assisting clients discover Asia. With local teams in every major Asian destination, we seek out, refine and deliver a diverse range of travel experiences for a global audience. We succeed because we are passionate about Travel. EXO now has more than 800 people in Vietnam, Myanmar, Laos, Cambodia, Indonesia, Thailand, Japan, China, Malaysia, Singapore, and Sales Offices. Our values are rooted in our dedication, determination and unquenchable thirst for providing experiences to our clients and customers

EXO Travel Indonesia is an inbound tour operator founded in 2009 which was operated by PT. Maniara Tours. EXO Travel Indonesia is part of EXO Travel Group and has two offices in Indonesia, one in Yogyakarta as head office and another in Bali as branch office.

EXO Travel (formerly Exotissimo) has been assisting clients discover Asia. With local teams in every major Asian destination, we seek out, refine and deliver a diverse range of travel experiences for a global audience. We succeed because we are passionate about Travel. EXO now has more than 800 people in Vietnam, Myanmar, Laos, Cambodia, Indonesia, Thailand, Japan, China, Malaysia, Singapore, and Sales Offices. Our values are rooted in our dedication, determination and unquenchable thirst for providing experiences to our clients and customers

EXO Travel Indonesia is an inbound tour operator founded in 2009 which was operated by PT. Maniara Tours. EXO Travel Indonesia is part of EXO Travel Group and has two offices in Indonesia, one in Yogyakarta as head office and another in Bali as branch office.

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