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Job Description
- We are looking for a Customer Care, should have exceptional interpersonal communication skills as he/she constantly needs to build a relationship with guests as well as the internal staff members.
Responsibilities and Duties:
- Anticipate guest needs and build rapport with customers
- Address customer complaints and escalate to concern team when needed
- Provide information about amenities, area, venues and promote services
- Offer assistance with certain tasks like confirming travel arrangements, taking messages etc.
- Responsible for informing guest’s pickup time and clearing their general travel
- doubts.
- Respond to any questions, needs and desires of guests, and follow up with guests to ensure their requests have been met to their satisfaction
- Coordinate and manage communication between guests and Operations Team and follow up to ensure we resolve customer concerns.
- Ensure clients are properly conveyed all the travel itinerary and pickup time previous night before the tour.
- Communicating with our Customers over the phone, Emails, Web chat, or any social media channels.
- Sending a confirmation email to customers for there pick up time within 24 Hours prior to the tour time.
- Contacting customers 10 minutes before the pick up time to make sure they are ready.
- Connecting customers with the pick up service at the pick up time.
- In case of any pick up delay informing customers and following up the pick up until it is Done.
- Contacting the customer during or after the tour to get the customer feedback.
- Getting at least 5 stars review for each booking.
- Managing customer complains or objection.
- Removing and managing negative feedback from the customers.
- Monitor the reviews ranking for all products, guides and leaders
Job Requirements
- Able to work in different shifts as per the company schedule
- Proficiency in English; knowledge of additional languages is a must
- A customer-oriented and professional attitude
- Familiarity with hospitality industry standards
- Previous experience as a Customer Care Executive in the Hospitality industry
- Diploma or BSc/BA in Hospitality, travel & tourism Management is preferred