Case: How We Filled the Client Support Manager Position for MyBaliTrips
"Finding an employee in Bali is usually not difficult.
Finding an employee in Bali who speaks Russian, English, and Indonesian and can handle 100 conversations per day is a completely different task."
This was exactly the request we received from MyBaliTrips.
The company needed a Client Support Manager for their Bali office — someone responsible for communicating with clients daily through WhatsApp, Telegram, email, and social media.
At first glance, the vacancy looked fairly standard. In practice, however, the requirements turned out to be much more demanding.
The employee was required to handle a large flow of customer requests and ensure consistent communication with the company's clients.
Main duties of the employee
The employee was required to:
correspond with the company’s clients across multiple channels: WhatsApp, Telegram, email, Instagram, and Facebook
process incoming requests in different languages
analyze leads and assist with translation and adaptation of information for clients
maintain and update data in the client management system
gather feedback from clients, handle complaints and negative cases
coordinate work-related issues with the office team and managers
Mandatory candidate requirements
excellent written English
excellent written Indonesian
basic Russian language
1 to 3 years of experience in a similar role
Additional advantages
Candidates with the following were especially valued:
experience working with international clients
experience in the tourism industry
experience with CRM systems
ability to handle over 100 dialogues per day without losing quality
stress resistance
attention to dates and documents
Key performance indicators
Specific work indicators were defined for the position:
first response to the client within 20 minutes
no missed messages
no errors in dates and deadlines
conversion of incoming requests
achievement of monthly sales plans
Working conditions
full-time employment
shift schedule according to Bali time
competitive salary
The Main Challenge: The Best Candidate Was in Another City
At the beginning of the search, the vacancy seemed relatively easy to fill. Bali’s labor market includes many candidates with customer service experience.
However, after the initial screening it became clear that candidates who met all the requirements simultaneously were far fewer than expected.
This role required a rare combination of skills:
multilingual communication
fast response speed
the ability to handle a large number of messages
careful attention to dates and documentation.
When we expanded the search geographically, the strongest candidate turned out to be based in Jakarta.
For the client, this initially seemed like an unexpected solution, since the company originally planned to hire someone already living in Bali.
What Needs to Be Considered When Relocating an Employee
At this stage, a new task appeared — organizing the candidate’s relocation.
In practice, even a strong candidate may decline an offer if relocation conditions are unclear.
To avoid this, we discussed several key points early in the process:
the candidate’s willingness to relocate to Bali
the expected start date
how relocation expenses would be handled
support during the first weeks of adaptation
These details often become decisive in successfully closing a vacancy.
How the Recruitment Process Worked
Our team structured the recruitment process in several stages.
First, we prepared a clear and detailed job description and published the vacancy on professional recruitment platforms.
We then conducted an initial screening based on several criteria:
language skills (including basic Russian)
experience handling customer inquiries
ability to work with high communication volumes
attention to deadlines and documentation
stress resistance
To properly assess Russian language skills, a Russian-speaking manager from our team participated in the interview process.
At the end of the screening stage, the client received a shortlist of three candidates who fully met the position requirements.
The Result
The client ultimately chose the second candidate on the shortlist.
She has now been working with the company for four months and consistently delivers strong results:
maintaining a high pace of client communication
efficiently managing the daily flow of inquiries
helping the team maintain fast response times.
For the business, this means more stable client support operations and reduced workload for the internal team.
Why This Case Is Illustrative
Many companies opening offices in Bali focus their hiring efforts only on the local talent market.
In reality, this can significantly limit the pool of strong candidates.
When a role requires several key qualities at once — such as:
knowledge of multiple languages
strong discipline
the ability to work in a fast-paced environment
the best candidate may be located in another city or even on another island in Indonesia.
That is why an effective hiring strategy often involves a wider geographic search and a well-planned relocation process.
If your company needs to fill a vacancy in Indonesia
We help companies organize the full employee recruitment process:
candidate search
initial selection
skill checks
negotiating work conditions
supporting the employee's start of work
Our goal is not just to fill the vacancy but to find a specialist who can work effectively in your team.
Sari Desti S. Sianturi
HR Expert, Legal Indonesia
