Job description for Customer Care & Reservation Staff at PT Kota Lama Bersama
About Kola Bloc Semarang
Kola Bloc Semarang is an integrated lifestyle & sports venue bringing together sports, fitness, lifestyle, entertainment, F&B, and events within one destination.
We are looking for a Customer Care & Reservation team member who will serve as the first point of contact for potential customers. This role is responsible for responding to inquiries, coordinating customer visits and trial sessions, managing reservations, and maintaining accurate customer data in the CRM.
Key Responsibilities
- Respond to incoming inquiries through WhatsApp and social media promptly, professionally, and with a friendly approach.
- Provide accurate information about Kola Bloc's facilities, services, programs, and offerings.
- Channel and distribute incoming leads to the relevant Sales team based on their needs and the appropriate business unit.
- Schedule and coordinate site visits, trial sessions, and customer appointments.
- Record, update, and maintain accurate prospect and customer information in the CRM system.
- Follow up with potential customers who have not yet made a decision in a patient, structured, and consistent manner.
- Coordinate with Sales and relevant operational teams to ensure a smooth customer experience from inquiry to visit.
- Monitor reservations and ensure customer appointments are properly recorded and communicated to the relevant teams.
- Identify and collect frequently asked questions and customer feedback as input for content, offers, and service improvements.
- Maintain clear records of customer interactions and follow-up activities.
Qualifications
- Minimum 2 years of proven experience in customer service, reservation, customer care, CRM administration, or a related field.
- Must have a portfolio or verifiable track record of relevant work experience.
- Patient, detail-oriented, responsive, and able to handle customer inquiries without constant supervision.
- Comfortable using WhatsApp Business and CRM systems.
- Strong communication and interpersonal skills.
- Able to organize and manage multiple customer inquiries and reservations simultaneously.
- Proactive in following up with potential customers and maintaining customer relationships.
- Able to work collaboratively with Sales, Marketing, and Operations teams.
- Comfortable working in a fast-paced, customer-focused environment.
Preferred
- Experience working with a newly launched brand or business from the early stage.
- Experience in sports, fitness, hospitality, lifestyle, entertainment, or related industries.
- Experience handling leads and customer inquiries through multiple digital channels.
- Experience using CRM and reservation/booking systems.
Benefit
- ROAS Bonus after probation, based on marketing performance.
- BPJS Kesehatan & BPJS Ketenagakerjaan after probation, in accordance with company policy.
- Access to company sports and fitness facilities, subject to availability and off-peak hours.
- Opportunity to develop experience in customer care, CRM, sales channeling, and reservation management within an integrated lifestyle & sports venue.
