Employment Type: Full-time | On-site
Location: Bogor, West Java
Department: Customer Care
About the Role
At Tiara Hana, we believe that owning a dream villa in Bali should be as exceptional as the destination itself. As a Customer Account Executive, you will serve as the primary relationship owner between Tiara Hana and our villa co-owners. This role goes beyond administrative account handlingit is about building trust, nurturing long-term relationships, and driving value on both sides.
You will be the voice, face, and trusted partner for our co-owners, guiding them through agreements, ownership journeys, payment processes, and future investment opportunities. We are looking for someone who is energetic, personable, persuasive, and sales-orientedsomeone who genuinely enjoys talking to people, building rapport, and identifying opportunities to upsell additional villa ownership to existing clients.
This role requires a balance of hospitality mindset, relationship management, financial responsibility, and commercial awareness.
Key Responsibilities
Customer Relationship Management
- Build and maintain strong, long-term relationships with villa co-owners based on trust, transparency, and consistent communication.
- Act as the primary point of contact for assigned customer accounts, ensuring owners feel supported, informed, and valued throughout their ownership journey.
- Proactively engage with co-owners through regular check-ins, follow-ups, and relationship-building touchpoints.
Account & Agreement Management
- Clearly explain co-ownership agreements, payment structures, and related documentation in a professional and easy-to-understand manner.
- Ensure customer accounts are accurately maintained, updated, and well-documented.
- Coordinate with internal teams to ensure smooth execution of customer-related processes and issue resolution.
Collection & Payment Management
- Manage end-to-end collection processes, including both installment payments and hard-cash collections, with professionalism and discretion.
- Follow up on outstanding payments in a firm yet empathetic manner, maintaining positive relationships while ensuring compliance.
- Monitor payment schedules and proactively remind customers of upcoming or overdue obligations.
Upselling & Sales Support
- Identify opportunities to upsell additional villa ownership units or related products to existing co-owners.
- Actively promote new offerings, upgrades, or investment opportunities aligned with customer needs and interests.
- Demonstrate a strong sales mindset, contributing to revenue growth through relationship-based selling rather than hard selling.
Customer Issue Resolution
- Handle inquiries, concerns, or complaints with a customer-first approach and solution-oriented mindset.
- Ensure issues are resolved promptly while maintaining Tiara Hana's brand values and service standards.
Qualifications & Requirements
- Professional with a warm, bubbly, and outgoing personality.
- Naturally enjoys talking to people and building meaningful, long-term relationships.
- Confident communicator who is comfortable explaining financial matters, agreements, and sales propositions.
- Possesses a strong sales drive with the ability to upsell and influence through trust and rapport.
- Professional yet personableable to balance friendliness with accountability and results.
- Organized, detail-oriented, and capable of managing multiple customer accounts simultaneously.
- Patient, empathetic, and tactful when handling sensitive matters such as payment collections.
- Comfortable leveraging AI tools such as ChatGPT, Gemini, and other AI engines to support daily workwhether for drafting communications, summarizing information, improving follow-ups, organizing data, or increasing overall productivity and accuracy.
- Prior experience in customer service, account management, sales, hospitality, real estate, or luxury services is an advantage.
- Proficient in Bahasa Indonesia and English (spoken and written).
Why Join Tiara Hana
- Be part of a fast-growing luxury lifestyle and vacation ownership company with a strong presence in Bali.
- Work in an environment that values hospitality, relationship-building, and human connection, while still being commercially driven.
- Gain exposure to high-value clients and develop skills in sales, account management, and luxury customer experience.
- Collaborate with a young, dynamic, and passionate team that believes in growth, ownership, and creating memorable journeys for clients.
