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About Asian Trails
Founded in 1999, the Asian Trails Group has been on the forefront of operating cutting-edge travel proposals to seamless operational standards that is second to none in Asia. Headquartered in Bangkok, the group continues to provide client-focused destination management services in all of its destinations; Cambodia, China, Hong Kong, Indonesia, Malaysia, Myanmar, Singapore, Thailand and Vietnam.

For our office in Bali, Asian Trails Indonesia is currently seeking suitable and dynamic candidates that fulfill the criteria as mentioned below for the position of

Customer Service Manager


Purpose of the role A Customer Service Manager within Asian Trails Indonesia is responsible for maintaining the overall customer satisfaction related to clients as well as business partners alike. She/he is to deal with special requests, enquiries and complaints while meeting and exceeding the expectations of clients using available problem solving resources in a timely and accurate manner. As a Customer Service Manager you also will manage the needs of VIP clients in collaboration with the Inbound and Operations Department. The ideal candidate as Customer Service Manager will be ensuring that we have a well maintained business relationship with our clients and partners. This important role is not only covering the basic needs of communication but also to ensure that all concerns, requests and enquiries are followed up on in a timely manner while meeting and exceeding expectations. New colleagues with an apt for multi-tasking, time management, planning skills, team spirit and an open mind are welcome to apply at one of Indonesia's leading DMCs.

Overall responsibilities
  • Serves as a role model to demonstrate appropriate behaviours.
  • Encourages and builds mutual trust, respect, and cooperation among team members.
  • Supervises and manages representatives.
  • Establishes and maintains open, collaborative relationships with employees.
  • Handles client (and travel agent) complaints while analyzing the root cause and offering an appropriate solution to their satisfaction in a timely manner.
  • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
  • Maintains a strong working relationship with departments such as inbound / operations / product to support the daily operations and to expedite the resolution of problems that may arise.
  • Provides weekly updates on re-occurring challenges to the Service Delivery Manager.
  • Participates in the development and implementation of corrective action plans to improve team member and client satisfaction.
  • Create and cascade the monthly VIP forecast.
  • Ensure the VIP and Special Guests transfer and tour arrangements are well handled by coordinating the works with related suppliers, hotel reps. and airport representative.
  • Keep monitoring the VIP and Special Guests itinerary to ensure their pleasant stay whilst in Bali.
  • Provides guidance and direction to subordinates (setting and monitoring performance).
  • Conduct customer service training in collaboration with the Service Delivery Manager.
  • Participates in the employee performance appraisal process, providing feedback as needed.
  • Create / renew / update promotional materials in printed media / flyers.
  • Other tasks / projects assigned by the management.
Qualifications, skills and requirements
  • Good interpersonal, communicational and presentation skill
  • Good analytical, decision making and problem solving capability
  • Self-confidence, personal credibility, flexibility
  • Time Management and planning skills
  • Open minded towards new innovations, being proactive
  • Able to work under pressure, prioritize and multi task
  • Knowledge of the local hospitality industry
  • Understanding and flexibility in approach with local ethical values and mentality
  • Proficiency in English and 1 other European language such as Spanish, Italian, French or German
  • Previous background in the hospitality sector (preferable Guest Service Manager or similar)
  • This position is open for Indonesian nationals only
Asian Trails will only consider those with a genuine interest in joining a dynamic inbound travel. Interested and potential candidates are invited to send us your updated resume, including a cover letter with present and expected salary, a current photo (not older than 6 months), a copy of all relevant certificates and state why Asian Trails would benefit in hiring the suitable candidate in English in Word to Ms. Dian ‘Ochie’’ J.O.W - Administration Secretary via email ochie@asiantrails.co.id

Only shortlisted candidates will be contacted

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