Customer Service Agent

*ROLE: Customer Service Agent - Travel Account*

Location: Yogyakarta, Lippo Plaza, Indonesia

Salary:
* Fresher: IDR. 2.828.000
* Experience: IDR. 2.980.000
* KPI Allowance
* After TDS training they will be eligible for IDR 500.000 bonus

Language: B2 English (Fluent in English)
Education: Bachelor Degree
Work Hour: Rotaional Shift - 5 days a week, 2 days off, Eatlist Shify :6AM, Latest shift 10PM.
Start Date: Saturday, October 3rd, 2026.

*Essential Functions/Core Responsibilities*
* Handle customer inquiries related to flight bookings, cancellations, rescheduling, and travel itineraries through phone, email, and chat.
* Assist customers with booking modifications, ticket changes, refunds, and other travel-related requests.
* Provide accurate information about fares, baggage allowances, travel policies, schedules, and booking conditions.
* Resolve customer complaints and service issues professionally while working toward timely and appropriate solutions.
* Assist customers with payment, booking confirmation, and other transaction-related concerns.
* Maintain accurate customer records and document all interactions, requests, and resolutions in the CRM system.
* Coordinate with airlines, hotels, travel partners, and internal teams when additional support is required to resolve customer issues.
* Meet established customer service targets, including response time, customer satisfaction, quality, attendance, and resolution metrics.