Senior Customer Relations

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

About Juara Holding Group

Juara Holding Group is a Bali-based holding company managing a diverse portfolio across hospitality, property, lifestyle, and digital services. We are currently conducting a confidential recruitment process on behalf of a private executive family seeking a professional driver who can provide exceptional standards of safety, punctuality, privacy, and service.

About the Role

We are looking for an experienced, service-oriented, detail-oriented, and emotionally mature Senior Customer Relations professional to manage the end-to-end customer journey, handle complex clients, support sales conversion, and maintain high service standards.

Key Responsibilities

1. Customer & Client Relationship Management

• Respond promptly and professionally to customer inquiries via WhatsApp, email, and company platforms.
• Act as the main PIC from initial inquiry to post-trip follow-up.
• Provide accurate information on packages, itineraries, pricing, and services.
• Handle VIP, international, high-value, and complex customers.
• Build strong relationships to support repeat bookings and referrals.
• Handle the sales process from inquiry to booking confirmation according to SOP.
• Follow up with prospective customers to improve conversion.
• Identify opportunities for upselling, cross-selling, upgrades, and additional services.
• Support broadcast marketing campaigns and follow up generated leads.

3. Booking & Documentation

• Maintain accurate customer, booking, payment, and transaction data.
• Prepare and review itineraries, invoices, vouchers, and booking confirmations.
• Verify customer details, pricing, schedules, payments, and sales materials before sharing.
• Maintain complete and organized customer records.

4. Internal & Operational Coordination

• Coordinate with Operations, Finance, Vendors, Creative, and other relevant teams.
• Monitor booking progress, payment status, and customer requirements.
• Proactively identify potential issues and coordinate solutions.
• Handle complaints, escalations, and special requests professionally and empathetically.
• Take ownership of customer issues until resolution.
• Provide solutions according to company SOP and service standards.
• Escalate critical cases to management when required.
• Document complaints and corrective actions accurately.
• Conduct post-trip follow-up and collect customer feedback.
• Encourage satisfied customers to provide TripAdvisor or other relevant reviews.
• Monitor customer reviews and service feedback.
• Promote repeat bookings, referrals, and other company destinations or services.

7. Reporting & Performance Monitoring

• Prepare daily closing reports covering sales, bookings, issues, targets, and action plans.
• Maintain accurate customer and sales data for reporting.
• Highlight recurring customer issues and improvement opportunities.

8. Senior-Level Support & Team Guidance

• Support team members in handling customer and operational issues.
• Provide guidance and practical solutions for complex cases.
• Support onboarding and knowledge sharing for new team members.
• Assist manager in maintaining service quality and response standards.

9. Customer Experience & Service Improvement

• Monitor customer feedback and recurring service issues.
• Recommend improvements to customer experience, workflows, and SOPs.
• Support continuous improvement of Customer Relations service standards.

10. Administration, Compliance & Confidentiality

• Follow company SOPs, policies, and service standards.
• Maintain confidentiality of customer, financial, and company information.
• Ensure documentation and records are complete and properly maintained.
• Demonstrate integrity, accountability, professionalism, and ethical conduct.

Qualifications

• Minimum Bachelor's Degree (S1).
• Minimum 5 years of relevant experience in Customer Relations, Customer Service, Sales, Hospitality, Travel, or related fields.
• Proficient in spoken and written 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.
• Strong ownership, accountability, multitasking, and time-management skills.
• Proficient in Microsoft Office, Google Workspace/Sheets, CRM, WhatsApp, and email correspondence.
• Willing to work full-time on-site in Bali and remain flexible according to operational requirements.

Preferred Qualifications

• Experience in Liveaboard, travel, hospitality, OTA, or luxury tourism.
• Experience handling VIP, international, or high-value customers.
• Previous Senior, Team Leader, or supervisory experience.
• Experience in upselling, cross-selling, customer retention, or service improvement.