Mandarin-Speaking Customer Experience Lead – Travel & Tours

Tumlare Corporation; Jakarta Pusat; On-site; IDR 78,120,000 - 133,920,000; Full time

Job summary

Kuoni Tumlare in Jakarta is seeking a Customer Service Executive to manage tours and provide dedicated support to ensure customer satisfaction throughout trips. You will be the first point of contact for emergencies and may act as a local PR agent and sales support to maintain relationships.

The ideal candidate has Mandarin fluency (HSK5), excellent English, 1–2 years in customer service or travel, and solid MS Office skills.

Qualifications

• Mandarin proficiency required (HSK5) and ability to read/write Traditional Chinese.
• Fluent Mandarin and English (written and spoken) are essential.
• 1–2 years of customer service/travel industry experience desirable.
• Strong communication and teamwork skills.

Responsibilities

• Handle incoming calls, emails, and chats for customers traveling within the Company’s European territories.
• Professionally address queries and/or complaints from customers, suppliers, or hoteliers.
• Conduct feasibility reviews for itineraries to ensure user-friendliness and smooth operations.
• Process and confirm service bookings accurately, noting any special requirements.
• Regular service quality checks and reporting following interactions and inspections.
• Meet and greet customers and tour leaders during/after office hours as required.
• Work on shift patterns including night shifts, weekends, and holidays.
• Act as an emergency response team member to assist during crises.

Skills

Mandarin proficiency

English communication

MS Office

Customer service

Tools

Microsoft Office

Job description

Kuoni Tumlare in Jakarta is seeking a Customer Service Executive to manage tours and provide dedicated support to ensure customer satisfaction throughout trips. You will be the first point of contact for emergencies and may act as a local PR agent and sales support to maintain relationships.

The ideal candidate has Mandarin fluency (HSK5), excellent English, 1–2 years in customer service or travel, and solid MS Office skills.