Indonesia jobs

Representative Staff (English-speaking) | Indonesia
About the role

The English-speaking representative is responsible for delivering excellent service to all guests during their stay in Indonesia, from arrival to departure. This role is the face of Asian Trails Indonesia and our agents, communicating directly with guests to provide information, promote services, sell optional tours and more.

In case of a complaint or unforeseen situation, the Representative Staff provides support and acts as the first point of contact with guests, working in close cooperation with the Service Delivery Manager as well as the Operations and Inbound Department to resolve the situation as quickly as possible while still prioritising the best solution.

Representative Staff are responsible for the services that guests receive as well as generating additional revenue for Asian Trails Indonesia during their stay in Bali (and Indonesia).

  • Prepare a welcome pack with information about the programme, welcome meeting, pick-up time and activities;
  • Follow up on customer complaints with guests, hotels and the Service Delivery Manager;
  • Resolve customer complaints in close cooperation with the Service Delivery Manager, acting as the first point of contact to resolve the issue as quickly as possible while still prioritising the best solution;
  • Promote optional tours and sell them on the spot to generate additional revenue for Asian Trails Indonesia;
  • Fully understand the range of sustainable products available and encourage clients to include relevant ones within their programmes;
  • Share sustainability-related feedback with relevant team members;
  • Close cooperation with tour guides during the guest’s journey to ensure smooth programme implementation;
  • Report to the Service Delivery Manager about any situation or problem during the guest’s journey;
  • Liquidation of optional tour sales directly to the Accounting Department;
  • Take good care of company property such as mobile phones, tablets, credit card machines, etc.;
  • Represent Asian Trails or agents in the best possible way in behaviour, communication, support and appearance toward the guests;
  • Be responsible for the 24-hour emergency phone in weekly rotation;
  • Arrange welcome meetings and provide information about hotels, areas, activities and more;
  • Maintain the best possible relations with various departments in Asian Trails Indonesia as well as with suppliers and hotel management.
  • Indonesian national;
  • Bachelor’s degree in tourism and/or related working experience;
  • Strong customer service approach with good communication, presentation and promotional skills;
  • Good knowledge of Bali (and Indonesia);
  • Experience in a customer service-related job role is an advantage;
  • Strong personality and willingness to go the extra mile to provide the best service;
  • Flexibility and open-mindedness to work with different cultures and customers;
  • Ability to work under pressure, prioritise and multi-task;
  • Proficiency in English;
  • Good negotiation skills;
  • Good organisational and time management skills;
  • Proactive;
  • Ability to work varied hours;
  • Proficient with computer and system skills;
  • Must be very comfortable with continuously changing opportunities and priorities;
  • Team player with the ability to work cross-functionally;
  • High degree of flexibility;
  • A “Can Do” attitude, positive mindset and creative thinking is an asset.
How to apply

Submit your CV and cover letter via the link below. Please note that only shortlisted candidates will be contacted.

For more details or about the role or how to apply, contact our HR team at:

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