Senior Client Relations Lead – VIP Luxury Travel

Juara Holding Group; Denpasar; On-site; IDR 111,600,000 - 167,400,000; Full time

Job summary

Juara Holding Group in Bali is seeking an experienced Senior Customer Relations professional to manage the end-to-end customer journey, from initial inquiries to post-trip follow-up. The role demands discretion, high service standards, and the ability to handle VIP and international clients.

You will coordinate bookings, payments, and documentation, work with cross-functional teams, monitor feedback, and drive service improvements while supporting sales conversions and upselling opportunities.

Qualifications

• Bachelor's degree required; S1 equivalent.
• Minimum 5 years in Customer Relations, Customer Service, Sales, Hospitality, Travel or related fields.
• Fluent in English; TOEFL/IELTS certification is an advantage.
• Strong communication, negotiation, problem-solving and complaint-handling skills.
• Detail-oriented, organized, emotionally mature and able to work under pressure.
• Proficient in Microsoft Office, Google Workspace, CRM, WhatsApp and email.

Responsibilities

• Manage end-to-end customer journey from inquiry to post-trip follow-up.
• Handle VIP, international, high-value, and complex customers with discretion.
• Coordinate bookings, itineraries, invoices, vouchers and confirmations.
• Maintain accurate customer, booking, payment and transaction data.
• Escalate issues and provide solutions per SOP and service standards.
• Support sales conversions and identify upsell and cross-sell opportunities.
• Monitor feedback and drive continuous service improvements.
• Provide senior-level guidance to team and assist with onboarding.

Skills

Communication skills

Negotiation

Problem solving

Complaint handling

Detail oriented

Organized

Emotional maturity

Ownership

Multitasking

Time management

English proficiency

Education

Bachelor's degree

Tools

Microsoft Office

Google Workspace

CRM

WhatsApp

Email

Job description

Juara Holding Group in Bali is seeking an experienced Senior Customer Relations professional to manage the end-to-end customer journey, from initial inquiries to post-trip follow-up. The role demands discretion, high service standards, and the ability to handle VIP and international clients.

You will coordinate bookings, payments, and documentation, work with cross-functional teams, monitor feedback, and drive service improvements while supporting sales conversions and upselling opportunities.