job description
Join Secret Recipe Cakes and Café, a leading name in premium bakery and café experiences, as a Customer Service Executive in the vibrant heart of Bali. This role offers a unique opportunity to blend your passion for exceptional service with marketing support in a dynamic, customer-centric environment.
As part of our team, you will play a pivotal role in managing customer service workflows while contributing to Advertising & Promotion (A&P) and Marketing initiatives. Your efforts will directly enhance customer satisfaction and drive brand loyalty across our Bali locations, including Canggu, Ubud, Denpasar, and beyond.
We’re looking for a proactive, detail-oriented professional who thrives in fast-paced settings and is eager to grow within a well-established, international brand. If you’re passionate about delivering world-class service and have a flair for creative problem-solving, this is your chance to make an impact in Bali’s thriving hospitality scene.
Responsibility
- Manage daily customer service operations, ensuring timely and professional responses to inquiries, complaints, and feedback across multiple channels (phone, email, social media).
- Coordinate with the marketing team to execute A&P (Advertising & Promotion) campaigns, including in-store promotions, digital marketing, and loyalty programs.
- Monitor and analyze customer satisfaction metrics, providing actionable insights to improve service quality and operational efficiency.
- Assist in training and mentoring junior customer service staff to maintain consistent brand standards and service excellence.
- Liaise with other departments (e.g., Operations, Sales) to resolve customer issues and ensure seamless service delivery.
- Develop and implement customer retention strategies, including personalized follow-ups and proactive engagement initiatives.
- Maintain accurate records of customer interactions, transactions, and feedback using CRM tools or internal systems.
- Support the planning and execution of local events, product launches, and community engagement activities to boost brand visibility.
Qualifications
- Minimum Diploma or Bachelor’s degree in Business Administration, Marketing, Hospitality, or a related field.
- Proven experience (2+ years) in customer service, call center operations, or retail/hospitality management.
- Excellent communication skills in English (written and verbal); proficiency in Indonesian (Bahasa) is a plus.
- Strong interpersonal skills with a customer-first mindset and the ability to handle high-pressure situations diplomatically.
- Familiarity with CRM software, Microsoft Office Suite, and basic marketing tools (e.g., Mailchimp, Canva).
- Creative problem-solving abilities and a proactive approach to identifying and resolving customer pain points.
- Ability to work flexible hours, including weekends and public holidays, to support business needs.
- Passion for the F&B industry and a deep understanding of customer experience best practices.