job description
Join Atain as a Mandarin-Speaking Travel Customer Service Specialist and become the voice of exceptional service in Bali’s thriving tourism industry. This is your chance to combine your fluent Mandarin and English skills with a passion for travel, delivering world-class support to international clients in a dynamic, fast-paced environment.
Based in the heart of Bali—whether in Canggu, Ubud, Denpasar, or other key locations—you’ll work with a collaborative team to resolve inquiries, streamline bookings, and ensure every customer interaction leaves a lasting positive impression. Your role is critical in bridging cultural and linguistic gaps, making travel seamless for Mandarin-speaking tourists exploring Indonesia’s top destinations.
At Atain, we value problem-solvers, communicators, and customer-centric professionals. If you thrive under pressure, love building relationships, and take pride in exceeding expectations, this is the perfect opportunity to grow your career in a global, multicultural setting.
Responsibility
- Provide fluent Mandarin and English customer support via phone, email, and live chat for travel-related inquiries.
- Assist clients with bookings, itinerary changes, cancellations, and refunds with accuracy and efficiency.
- Resolve complaints and escalate issues to the appropriate departments while maintaining a positive, solution-oriented approach.
- Educate customers on travel policies, visa requirements, and destination-specific information for Bali and beyond.
- Collaborate with cross-functional teams (e.g., sales, operations) to improve service quality and customer satisfaction.
- Maintain detailed records of customer interactions and transactions in CRM systems.
- Stay updated on industry trends, promotions, and travel advisories to provide proactive support.
- Uphold company standards for professionalism, response times, and service excellence.
Qualifications
- Fluent in Mandarin (written and spoken) with professional English proficiency (minimum B2 level).
- Proven experience in customer service, call centers, or the travel/hospitality industry (1+ years preferred).
- Strong problem-solving and conflict-resolution skills with a customer-first mindset.
- Excellent communication and active listening skills to handle diverse customer needs.
- Familiarity with CRM software, booking systems, or travel platforms is a plus.
- Ability to work flexible hours, including weekends/holidays, to support global clients.
- High attention to detail and ability to multitask in a fast-paced environment.
- Passion for travel and cultural exchange, with knowledge of Bali as a destination is advantageous.