Job Details
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Job Description
Qualifications:
- A high school diploma or equivalent and a degree in tourism, hospitality, or a related field are pluses.
- Bilingual, with Experience in customer service or operations, preferably in the travel industry or a related e-commerce platform.
- Strong communication and interpersonal skills, with the ability to handle stressful situations calmly and effectively.
- Sounding knowledge of the Galileo ticketing system and full awareness of handling the hotel booking process.
- Proficient in using CRM software and understanding of e-commerce platforms.
- Detail-oriented, with strong organizational and multitasking skills.
- Ability to work independently and as part of a team.
- Willingness to work flexible hours, including weekends and holidays, as needed
Job Requirements
Key Responsibilities:
- Operation& Customer Support: Provide timely and accurate customer assistance via phone, email, or chat. Handle bookings, alterations, and cancellations with a customer-first approach.
- Issue Resolution: Address and resolve customer issues, including payment discrepancies, booking errors, and general inquiries, ensuring a positive customer experience.
- Platform Monitoring: Regularly monitor the OTA platform for operational issues or requests and handle end resolution.
- Data Management: Update and maintain accurate customer interactions, transactions, and feedback records in the CRM system.
- Collaboration: Work closely with other departments, including IT, marketing, and product development, to improve service delivery and platform functionality.
- Process Improvement: Identify opportunities for process improvement within the operations department and contribute to developing best practices.
- Market Awareness: Stay informed about industry trends, new technologies, and competitive landscape to enhance operational effectiveness.
