Guest Experience & Support Specialist

Bobobox; Indonesia; On-site; IDR 60,000,000 - 90,000,000; Full time

Job summary

Bobobox is seeking a Customer Care Unit Associate to deliver excellent service to guests and customers during standard operating hours. You will handle chat inquiries, respond to reviews across Google, OTAs, and TripAdvisor, and support service improvements with cross-functional teams.

The role requires hospitality experience, strong communication, problem solving, and the ability to manage multiple guest concerns with professionalism.

Qualifications

• Bachelor’s degree in Hospitality, Tourism, Business, or related field.
• Minimum 1 year in customer support or guest-facing role.
• Experience in hospitality industry preferred.
• Strong communication, problem-solving and prioritization skills.

Responsibilities

• Handle guest inquiries, concerns and requests via chat and manage guest reviews across platforms (Google Reviews, OTAs, TripAdvisor) with timely, professional responses.
• Resolve guest issues per service standards and policies, assess urgency, escalate complex cases with clear follow-up info.
• Identify recurring guest concerns and collaborate with branches and cross-functional teams to drive service improvements.
• Support operational tasks, internal projects, and reporting, while managing priorities to ensure timely completion.

Skills

Customer service

Communication

Problem solving

Prioritization

Education

Bachelor’s degree in Hospitality, Tourism, Business, or related field

Tools

Hospitality platforms

Review management tools

Job description

Bobobox is seeking a Customer Care Unit Associate to deliver excellent service to guests and customers during standard operating hours. You will handle chat inquiries, respond to reviews across Google, OTAs, and TripAdvisor, and support service improvements with cross-functional teams.

The role requires hospitality experience, strong communication, problem solving, and the ability to manage multiple guest concerns with professionalism.