Customer Service Admin & Reservations Officer

About the role

You will manage customer enquiries from the first contact until the order or reservation is confirmed. This is primarily an office-based role communicating with customers through WhatsApp, Instagram, email, and telephone.

Key responsibilities

• Respond promptly and professionally to customer enquiries.
• Provide accurate information about cakes, desserts, baking classes, delivery, and other services.
• Understand customers' requirements and recommend suitable products.
• Prepare quotations and follow up on pending enquiries.
• Convert enquiries into confirmed and fully paid orders.
• Process cake orders and baking-class reservations accurately.
• Prepare invoices and confirm customer payments.
• Record complete order details in company spreadsheets and systems.
• Coordinate order requirements with the pastry, decorating, and delivery teams.
• Recommend upgrades, add-ons, and seasonal products.

About you

• Experience in customer service, reservations, administration, hospitality, retail, or online sales.
• Strong written and spoken Bahasa Indonesia.
• Good conversational English.
• A friendly, confident, and professional personality.
• Strong attention to detail and organisational skills.
• Confidence using WhatsApp, Instagram, email, and spreadsheets.
• Basic experience preparing quotations and invoices.
• Good sales and customer follow-up skills.
• The ability to multitask and remain calm during busy periods.
• Availability to work weekends and public holidays when scheduled.

About us

Cake Empire Bali is a boutique cake studio specialising in handcrafted celebration cakes, premium desserts, baking classes, and memorable customer experiences.