Travel Support Specialist - Escalations & Reservations

Staffinc; Kota Semarang; On-site; IDR 66,960,000 - 111,600,000; Full time

Job summary

Staffinc in Semarang is seeking a Customer Care Support professional to handle escalated cases within SOPs, providing timely resolutions across accommodation, ground transport, and entertainment.

You will create ticketing documentation, maintain clear communication with customers and internal teams, and ensure compliance with SOPs and WI while working shifts.

Preferred candidates have a D3/S1 and at least 1 year in online travel agent or hospitality reservations, with Salesforce/CRM familiarity.

Qualifications

• D3/S1 degree required.
• Minimum 1 year experience in Customer Care Support (Layer 2) & Event and Ground Transport industry.
• Experience in Online Travel Agent or hospitality reservations preferred.
• Familiar with travel agency operations.
• Familiar with Salesforce/CRM.
• Ready for working under pressure and shifts.

Responsibilities

• Handle escalated cases and follow-ups per SOP.
• Provide solutions for customer requests and complaints related to Accommodation, Ground Transport, and Entertainment (TTD) within SLA.
• Create ticketing documentation based on SOP/WI (Working Instructions).
• Maintain effective communication with customers, internal teams, partners, and stakeholders.
• Comply with the latest SOP, WI, and company guidelines.
• Actively participate in team activities as needed.

Skills

Customer service

Escalation handling

SLA adherence

Education

D3/S1 degree in any discipline

Tools

Salesforce/CRM

Job description

Staffinc in Semarang is seeking a Customer Care Support professional to handle escalated cases within SOPs, providing timely resolutions across accommodation, ground transport, and entertainment.

You will create ticketing documentation, maintain clear communication with customers and internal teams, and ensure compliance with SOPs and WI while working shifts.

Preferred candidates have a D3/S1 and at least 1 year in online travel agent or hospitality reservations, with Salesforce/CRM familiarity.