Job description for Customer Service Officer (Daily Worker) at Nirvana Life Bali
Position Summary:
The Customer Service Officer is responsible for handling all digital communication channels including WhatsApp, email, website chat, and social media messaging. This role ensures that all member and guest inquiries are responded to quickly, accurately, and professionally. The ideal candidate provides an exceptional online customer experience, supports booking coordination, and resolves issues efficiently while representing the club’s values and tone.
Key Responsibilities:
Online Communication & Member Support:
- Respond promptly to inquiries received via WhatsApp, email, social media inboxes, and website chat.
- Provide accurate information about memberships, classes, schedules, and club services.
- Handle complaints or concerns online with a calm, empathetic, and solution-focused approach.
Booking & Coordination:
- Assist members in booking or rescheduling classes, massage appointments, or other services via online platforms.
- Coordinate with front desk and operations teams to ensure smooth service follow-up.
- Monitor class limits, waiting lists, and update clients on availability.
Administrative & Reporting Tasks:
- Maintain clear and organized records of conversations and requests.
- Help prepare basic service reports based on online feedback and inquiry trends.
- Share member suggestions or service issues with the management team for review and improvement.
Qualifications:
- Minimum high school diploma; a background in hospitality, communication, or customer service is a plus.
- Proven experience in digital or online customer service (preferably in the wellness, fitness, or hospitality industry).
- Excellent written communication skills in English and Bahasa Indonesia.
- Fast typing, attention to detail, and the ability to multitask across platforms.
- Familiar with WhatsApp Business, email platforms, social media messaging, and basic CRM tools.
- Patient, friendly, and service-oriented personality.
- Ability to work flexible hours, including weekends and holidays if needed.
