Customer Relations Admin

Company Description

Juara Holding Group is an enterprise encompassing Indonesia Juara Trip, Komodo Luxury, Bali Premium Trip, Juara Production, and Labuan Bajo Production. We focus on promoting Indonesian tourism and creative services. Our offerings include premium tour operations, expert-level documentation, and a professional production house for high-quality photo and video creation. We aim to engage local human resources at every destination to elevate and showcase their regional pride globally, thereby contributing to the betterment of their future.

Role Description

This is a contract on-site role for a Customer Relations Admin located in Denpasar. The Customer Relations Admin will manage key customer accounts, build relationships with VIP clients, and handle complex service issues while maintaining the company's positive image. This role is vital in enhancing customer loyalty, gathering feedback, and ensuring that service standards exceed expectations.

Qualifications

• Bachelor's degree in Hospitality Management, Tourism, Business Administration or relevant disciplines
• Minimum 2 years of experience in a similar role
• Proficient in English (spoken, written and listening), min conversation level
• Excellent personality, attitude, and willingness to learn
• Customer Retention and Customer Satisfaction skills
• Strong Communication and Customer Support skills
• Detail-oriented and well-organized
• Ability to work in a fast-paced environment
• Experience working in tourism or hospitality is a plus
• Ready to work from the
  Bali office (Denpasar)

Duties & Responsibilities

a. Customer Relationship Management

• Manage and maintain strong relationships with key clients, VIP customers, and business partners.
• Serve as the primary point of contact for high-priority clients, ensuring all their needs are met promptly and professionally.
• Anticipate customer needs and proactively provide tailored solutions to enhance their overall experience.

b. Issue Resolution

• Address and resolve complex customer inquiries and complaints in a timely and professional manner.
• Ensure all issues are handled with empathy and in accordance with company policies.
• Collaborate with relevant departments to resolve service-related concerns effectively.

c. Customer Retention & Satisfaction

• Monitor customer satisfaction levels and identify opportunities for improvement.
• Implement retention strategies to enhance customer loyalty and encourage repeat business.
• Ensure product and service satisfaction, identify potential risks, and recommend corrective actions.

d. Supporting Team Leadership

• Provide guidance and mentorship to junior customer relations team members.
• Lead by example, demonstrating best practices in customer service.
• Train and develop new staff to ensure consistent service standards.

e. Feedback Collection & Reporting

• Collect customer feedback and share insights with relevant departments (e.g., Marketing, Product Development).
• Prepare regular reports on customer satisfaction, trends, and improvement opportunities.
• Assist in developing and refining customer satisfaction surveys and focus group initiatives.

f. Collaboration with Sales & Marketing Team

• Work closely with the Sales and Marketing teams to align customer service strategies with company objectives.
• Help identify new opportunities for upselling and cross-selling based on customer interactions.

g. Compliance & Standards

• Ensure all customer interactions comply with company policies and applicable legal regulations.
• Monitor service quality and provide recommendations to enhance service standards.

h. Email & Chat (WhatsApp) Correspondence

• Manage customer communications via email and WhatsApp promptly and professionally.
• Provide necessary solutions and information through efficient and courteous communication.
• Oversee WhatsApp interactions to ensure a seamless and responsive customer experience.

i. B2B Relationship Management

• Handle and strengthen relationships with business-to-business (B2B) partners, ensuring mutually beneficial cooperation.
• Coordinate with business partners to maintain service and product standards.
• Identify opportunities to expand B2B partnerships and drive long-term success.

j. Updating and Managing Ship Partner Relations

• Support the maintenance of positive relationships with shipping partners, ensuring they receive the necessary support.
• Maintain close communication to ensure smooth operations and fulfillment of customer needs.

k. Vessel Feasibility Evaluation

• Assist in evaluating vessel readiness to meet safety and comfort standards.
• Work with relevant teams to ensure vessels meet operational requirements and are well-maintained.
• Provide feedback to enhance the customer experience onboard, both in facilities and services.

l. Daily Sales Reporting

• Assist in creating and managing daily sales reports.
• Ensure accurate and precise sales data recording for performance evaluation.
• Provide insights into sales trends to support business decision-making.

Why Join Us?

At Juara Holding Group, you'll be part of a dynamic team passionate about promoting Indonesian tourism and creativity. We offer a collaborative environment, opportunities for growth, and the chance to make a meaningful impact in a vibrant tourism & creativity industry.