job description
Join U & I Holidays, a leading travel and hospitality service provider in Bali, as a Customer Care Executive and become the voice of exceptional customer experiences. We are seeking a highly communicative, service-oriented professional who thrives in dynamic environments and is passionate about delivering world-class customer support to our diverse clientele.
In this role, you will serve as the first point of contact for travelers, resort partners, and vendors, ensuring seamless coordination and resolution of inquiries. Your ability to build trust, solve problems efficiently, and maintain a positive attitude will directly impact our brand’s reputation and customer satisfaction.
Based in the heart of Bali’s most vibrant locations—Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung—you’ll work in a collaborative team environment with opportunities for growth in the thriving tourism industry. If you’re a detail-oriented, empathetic, and proactive individual with a passion for travel and service excellence, this is your chance to make a difference.
Responsibility
- Handle inbound and outbound communications (calls, emails, live chat) with professionalism and efficiency, ensuring timely responses to customer inquiries.
- Provide personalized travel assistance, including itinerary adjustments, booking confirmations, and issue resolution for clients.
- Collaborate with internal teams (sales, operations, logistics) to coordinate seamless service delivery and exceed customer expectations.
- Document all customer interactions in CRM systems with accuracy and attention to detail for future reference and analysis.
- Identify and escalate complex customer issues to senior staff while proposing initial solutions where possible.
- Stay updated on travel industry trends, promotions, and destination knowledge to provide informed recommendations.
- Maintain a positive and empathetic tone in all communications, even under high-pressure situations.
- Contribute to process improvements by providing feedback on recurring customer pain points and service gaps.
Qualifications
- Minimum 1-2 years of experience in customer service, call center, or hospitality roles (travel industry experience is a plus).
- Fluent in English (written and spoken); proficiency in additional languages (e.g., Indonesian, Mandarin) is advantageous.
- Excellent communication, listening, and problem-solving skills with a customer-first mindset.
- Ability to multitask in a fast-paced environment while maintaining accuracy and composure.
- Proficient in CRM software, Microsoft Office, and basic travel booking systems.
- Strong interpersonal skills with the ability to build rapport with clients from diverse cultural backgrounds.
- Willingness to work flexible hours, including weekends and holidays, as per business needs.
- Diploma or Bachelor’s degree in Hospitality, Tourism, Business, or related fields (preferred but not mandatory).