RESERVATION & CUSTOMER SERVICE

Bali Belong You; Denpasar; On-site; IDR 66,960,000 - 111,600,000; Full time

Job summary

Bali Belong You is seeking a detail‑oriented, fast‑responding customer support agent to manage guest conversations on WhatsApp in Bali. You will explain tour details, convert enquiries into bookings, and coordinate with operators.

The role requires strong English, familiarity with WhatsApp Business and Google Sheets, and weekend rota availability. Experience in travel or hospitality is a plus, and you must own a laptop with reliable internet.

Qualifications

• Fluent written English for customer communication.
• Experience in travel or hospitality customer service is a plus.
• Strong attention to detail to avoid booking errors.
• Responds quickly, aiming for under 5 minutes during hours.

Responsibilities

• Reply to WhatsApp enquiries promptly in English.
• Explain packages, pricing, duration, meeting points, and requirements.
• Convert enquiries into confirmed bookings with details.
• Send payment links and issue confirmations/receipts.
• Log bookings in Google Sheets and coordinate with partners.

Skills

Fluent English

WhatsApp etiquette

Attention to detail

Rapid response

Weekend availability

Tools

WhatsApp Business

Google Sheets

Job description

We run two tour brands in Bali. Most of our guests are international travellers, and nearly every booking happens over WhatsApp. We are a small team, so the person in this role owns the guest conversation from first message to completed activity.

What You'll Do

Reply to incoming WhatsApp enquiries quickly, warmly, and accurately - the majority in English

Explain packages, pricing, duration, meeting points, and activity requirements

Turn enquiries into confirmed bookings: dates, time slots, pax count, and guest details

Send payment links

Issue booking confirmations and receipts

Coordinate schedules with operators and our partner venue, and check availability before confirming to guests

Handle reschedules, cancellations, and complaints following our SOP

Log every booking into Google Sheets: guest name, activity date, program, pax, nationality, payment method

Follow up on unanswered enquiries and request reviews after the activity

What We're Looking For

Confident, polite written English - you will be asked to complete a short chat test

Comfortable with WhatsApp Business (labels, quick replies, catalog) and basic Google Sheets

Detail-oriented: one wrong date or pax count means a guest misses their activity

Fast to respond - our target is under 5 minutes during working hours

Willing to work weekends and public holidays on a rota

Own Laptop/Computer and reliable internet

Experience in a travel agency, tour operator, hotel reservations, or online customer service is an advantage

Nice to Have

Familiarity with Bali tour routes

Experience with Midtrans, Paypal, or similar payment gateways

"Hi, we are 4 adults arriving in Bali on the 12th. Is the ATV available in the morning and how much for 4 people?"