Travel Booking & Customer Support Specialist

Webbeds APAC Pte. Ltd.; Jakarta Pusat; On-site; IDR 200,880,000 - 357,120,000; Full time

Job summary

WebBeds is seeking a Customer Service Associate - English based in Jakarta. You will turn hotel inquiries into closed sales, manage bookings, and resolve issues in collaboration with Sales, Product, IT and Accounts teams. You’ll keep clients happy, protect service levels and drive repeat business.

Qualified candidates bring experience in customer-facing roles, strong communication, and fluency in English. You will thrive in a fast-paced, team-oriented environment with a calm, solution-focused

Qualifications

• Experience in a customer-facing role.
• Excellent customer service skills.
• Fluency in spoken and written English.
• Strong communication and interpersonal skills.
• Ability to work collaboratively as part of a team.
• Advanced computer skills.

Responsibilities

• Booking confirmation: confirm bookings from allotment and framed free sale, and clear on-request bookings promptly.
• Booking management: clear pending bookings that do not have a supplier reference and close cancelled bookings accurately.
• Alternative accommodation: find and offer suitable alternative accommodation for denied bookings.
• Customer enquiries: respond to all customer phone and email requests within the agreed SLAs.
• Issue resolution: work with Sales and Product teams to resolve customer issues efficiently; contact hotels and suppliers directly for ongoing issues.
• System support: identify and resolve system errors and report them to the Supervisor and IT team.
• Platform promotion: promote the DOTW online booking system to customers.
• Customer retention: retain and convert business by delivering a high level of customer service.
• Accounts coordination: follow up on mapping and payments with the Accounts department.

Skills

Experience in customer-facing role

Excellent customer service skills

Fluency in English

Strong communication skills

Interpersonal skills

Team collaboration

Planning and organisational skills

Calm under pressure

Analytical and problem-solving

Emotional intelligence

Tools

CRM systems

MS Office

Job description

WebBeds is seeking a Customer Service Associate - English based in Jakarta. You will turn hotel inquiries into closed sales, manage bookings, and resolve issues in collaboration with Sales, Product, IT and Accounts teams. You’ll keep clients happy, protect service levels and drive repeat business.

Qualified candidates bring experience in customer-facing roles, strong communication, and fluency in English. You will thrive in a fast-paced, team-oriented environment with a calm, solution-focused