Customer Support Specialist

BookandLink is a cloud hospitality software that offers affordable solutions to the hospitality industry. We provide state-of-the-art tools for hotels to rent and sell more rooms online. Our services include channel management, booking engines, PMS, yield management, payment processing, rate shopping, e-commerce services, and website creation. We are located in Denpasar, which offers flexibility for some remote work.

Role Description

This is a contract hybrid role as a Customer Support specialist. The Customer Support Specialist will be responsible for day-to-day customer interactions, answering support emails, assisting with technical issues, and ensuring customer satisfaction.

Qualifications

• Familiarize yourself with hotel channel managers, property management systems, and hotel booking engines.
• Customer Support, Technical Support, and Interpersonal Skills.
• Ability to work independently and as part of a team to resolve issues and provide excellent customer service.
• Ability to prioritize and manage multiple tasks and deadlines.
• Excellent written and verbal communication skills with fluency in English; other languages are a plus.
• Excellent communication, both oral and written, in English and Indonesian.
• Understanding XML or JSON and having experience in the hospitality and/or technology industry is a plus.

Responsibilities

• Conduct the standards and procedures that apply to communicating with customers.
• Process customer requests, clarify information, and resolve problems to provide alternative solutions.
• Document all customer interactions in the Support Center Database for further use.
• Create sustainable customer relationships by making extra efforts to build closeness with customers.
• Follow up on complaints and feedback and liaise the complaints and feedback submitted by customers to be followed up (either directly carried out in place or escalated to the relevant units).