job description
Join Feel Home Malaysia Sdn Bhd as a Homestay Customer Service Specialist in the heart of Bali’s most vibrant locations—Canggu, Ubud, Denpasar, and beyond. Be part of a dynamic, growing team where your contributions shape exceptional guest experiences and your career flourishes in a supportive, innovative environment.
In this role, you’ll serve as the first point of contact for guests, ensuring seamless communication, resolving inquiries, and delivering personalized service that reflects the warmth and hospitality Bali is renowned for. Whether assisting with bookings, addressing concerns, or coordinating local experiences, your dedication will help create unforgettable stays for travelers from around the world.
At Feel Home, we value creativity, collaboration, and a passion for service. If you thrive in a fast-paced setting and want to grow with a company that invests in its people, this is your opportunity to turn your career aspirations into reality—while living and working in paradise.
Responsibility
- Manage guest inquiries, bookings, and requests via phone, email, and chat with professionalism and efficiency.
- Provide personalized recommendations for local attractions, dining, and activities to enhance guest experiences.
- Resolve customer complaints or issues promptly, ensuring high satisfaction and retention.
- Coordinate with homestay hosts, cleaning staff, and maintenance teams to ensure properties meet quality standards.
- Process reservations, payments, and cancellations accurately using property management systems.
- Maintain up-to-date knowledge of homestay amenities, policies, and local regulations.
- Assist in marketing efforts by gathering guest feedback and suggesting service improvements.
- Handle emergency situations (e.g., last-minute changes, guest emergencies) with composure and resourcefulness.
Qualifications
- Minimum 1-2 years of experience in customer service, hospitality, or a related field.
- Fluent in English (written and spoken); additional languages (e.g., Indonesian, Mandarin) are a plus.
- Strong communication, problem-solving, and interpersonal skills.
- Proficiency in using CRM or property management software (e.g., Airbnb, Booking.com dashboards).
- Ability to work flexible hours, including weekends and holidays, to accommodate guest needs.
- Detail-oriented with a passion for delivering exceptional service.
- Familiarity with Bali’s tourism industry and local culture is advantageous.
- High school diploma or equivalent; higher education in hospitality or business is a bonus.