Customer Service

About YKExplore

YKExplore is an inbound tour operator specializing in unforgettable travel experiences across Indonesia. Every day, we serve travelers from around the world through our website, WhatsApp, email, and global travel platforms.

We're looking for a Customer Service professional who is friendly, responsive, solution-oriented, and passionate about delivering exceptional customer experiences.

Requirements

• Minimum Diploma (D3) or Bachelor's Degree.

• Minimum 1 year of experience in Customer Service, Hospitality, Tourism, or related fields.

• Excellent written and spoken English.

• Friendly, patient, and customer-oriented personality.

• Strong communication and problem-solving skills.

• Able to multitask and manage multiple conversations simultaneously.

• Comfortable using Google Workspace, Microsoft Office, and messaging platforms.

• Detail-oriented with excellent time management.

• Willing to work on weekends or public holidays based on operational schedules.

Your Responsibilities

• Become the first point of contact for customers via WhatsApp, email, website live chat, and OTA messaging.

• Answer customer questions regarding tour packages, destinations, schedules, prices, and booking status.

• Assist customers with booking updates, rescheduling, cancellations, and special requests.

• Coordinate with the Travel Consultant and Operations teams to ensure every customer request is handled promptly.

• Follow up customers before, during, and after their trip to ensure a seamless experience.

• Handle complaints professionally and provide the best possible solution.

• Escalate complex issues to the appropriate department when necessary.

• Record all customer interactions accurately in the CRM or booking system.

• Help maintain high customer satisfaction and positive online reviews.