Senior Customer Relations

Company: Juara Holding Group
Position: Senior Customer Relations
Employment Type: Full-Time
Location: Bali, Indonesia

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.

2. Sales & Booking Management

* 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.

* Follow up on pending operational matters until completion.

* Proactively identify potential issues and coordinate solutions.

5. Complaint Handling & Service Recovery

* 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.

6. After-Sales & Customer Retention

* 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.