Executive, Online Sales

Job Description
Job Summary
Responsible for driving Umrah package sales through online and digital channels, managing customer inquiries and leads, and ensuring a smooth customer journey from initial inquiry through booking and payment.
Key Responsibilities
Manage and respond to customer inquiries and leads received through online channels, including WhatsApp, social media, website, and other digital platforms.
Promote and sell Umrah packages based on customers’ needs, preferences, and budget.
Follow up with prospective customers and convert online leads into confirmed bookings.
Achieve assigned monthly sales targets and key performance indicators (KPIs).
Provide accurate information regarding Umrah packages, pricing, schedules, accommodation, flights, and other travel arrangements.
Assist customers throughout the booking process, including registration, payment, and required documentation.
Maintain accurate and up-to-date customer and sales records in the relevant systems.
Coordinate with Operations, Customer Service, Finance, and other relevant teams to ensure smooth booking and fulfilment.
Monitor and follow up on pending payments, bookings, and customer requests.
Build and maintain good relationships with customers to encourage repeat bookings and referrals.
Monitor online sales performance, lead conversion, and customer feedback, and provide regular reports to the supervisor/manager.
Support online sales campaigns, promotions, and other initiatives to increase Umrah sales.
Stay updated on Umrah products, packages, market trends, and competitor offerings.
Handle customer concerns professionally and escalate complex issues to the relevant team when required.
Perform other duties and ad-hoc assignments as assigned by the supervisor/manager.
Requirements
Diploma or Bachelor’s degree in Business, Marketing, Tourism, Hospitality, or a related field.
Minimum 1–2 years of experience in online sales, telesales, travel, tourism, or customer service. Experience in Umrah/Hajj sales will be an advantage.
Strong communication and interpersonal skills, with the ability to engage customers professionally through online channels.
Proven ability to follow up on leads and achieve sales targets.
Customer-oriented with strong negotiation and persuasion skills.
Comfortable handling a high volume of customer inquiries and leads through WhatsApp, social media, and other digital platforms.
Good understanding of digital sales and online customer engagement.
Good knowledge of Umrah packages, travel arrangements, or the Muslim travel market is an advantage.
Able to work independently while also collaborating effectively with internal teams.
Good organisational skills with strong attention to detail, particularly when handling customer information and travel documents.
Proficient in Microsoft Office/Google Workspace and familiar with CRM or sales systems.
Fluent in Bahasa Indonesia and good command of English. Arabic or Malay language skills would be an advantage.
Willing to work flexible hours, weekends, or public holidays when required, particularly during peak Umrah seasons.
Target-driven, proactive, responsible, and able to work in a fast-paced environment.