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Job Description
Job Purpose/Mandate/Summary
- Ensure exceptional customer service standards and maintain clients' satisfaction by answering clients’ quires; fulfill needs. Suggesting information about products and services and his role involves working on travel requirements for leisure as well as corporate/ business, prepare correspondences and
Job Requirements
Specific Duties and Responsibilities
- Responsible to answer all inquiries ensuring that every customer is served in an efficient, thorough and courteous manner.
- Responsible to ensure all required tasks are completed accurately and within given time frames.
- Completing calls & emails in a manner that maintains quality and quantity.
- Handling daily correspondence. Responds to inquiries and makes reservations if needed.
- Performing inbound and outbound calls to assist the customer with past, current, and future bookings.
- Building close working relationships with clients and suppliers.
- Checking pending folders and update premier agents on daily basis.
- Identifying and escalating issues for resolution.
- Dealing with occurring travel problems, complaints and refunds.
- Coordinating with Sourcing & hotels and TPS to solve on spot issues.
- Handling DC & TPS Book out’s, Relocation with coordination of BDM’s
- Notifying agencies in event of wrong rate or availability issue.
- Reporting customer concerns and any system issues to management & team.
- Handling offline requests.
- Attending departmental meeting and training when requested.
- Handling additional responsibilities as and when delegated by the Management.
- Maintaining the strategic operations goals and achieve targets.
Knowledge and Skills
1. List Typical Education and Experience
- High school graduate /a bachelor’s degree.
- Fluency in English language is a must, multilingualism is preferable.
- Basic computer proficiency.
- Travel Trade Experience, Tourism industry, or relevant field.
- Good experience in Customer Service, Quality Focus, and Documentation Skills for professional e-mails writing, and Details oriented is a must.
