Job description
Description
About the Role
The key objective of this position is handling of tours and provide dedicated support to ensure customer satisfaction throughout trips and to provide efficient solutions to any problems that may arise. This shall be done with a strong focus on high quality customer service. Customer Service Executive will also provide *** contact point for all emergency situations that may arise also expected to function as local PR agents and sales support to maintain existing customer relationships and to promote future business. We would welcome applicants with a pleasing personality and approachable nature.
Key Responsibilities
-Effectively handle all incoming calls, emails, chats for customers travelling within the Company’s European territories.
-Professionally dealing queries and/or complaints that may arise from customers, suppliers, or hoteliers.
-Conduct a feasibility review for itineraries to ensure they are user friendly and will run smoothly.
-Process and confirm all service bookings efficiently and accurately, paying attention to any special requirements of the customers.
-Regular service quality checks and monitoring of services provided on tours.
-Provide clear, detailed reports/presentations following interaction with customers and/or other inspections and spot checks.
-Meet-n-Greet customers and tour leaders during and outside office hours as/when required.
-Work on shift hours pattern including night shift, weekends, and bank holidays as/when require.
-Act as an emergency response team and provide support to tour leaders/customers during any unexpected crisis situations that may arise.
Requirements
To Succeed in the Role, You Should Have:
-1- or 2-years’ experience in customer service/travel industry/call centre, is desirable.
-Previous Contact Centre technology knowledge is desirable.
-Travel industry market & culture understanding/experience for APAC/EMEA desirable.
-Business level of English is essential (both verbal and written)
-Native level fluency of Japanese is essential (both verbal and written)
-Any other language = desirable (e.g., Mandarin, Korean, Italian, French, Spanish)
-Computer literacy – experience in working with Microsoft Office.
-Attributes of The Role Hold
We Are Looking for a Person With:
-Self-motivated, enthusiastic, organized, and able to prioritize workload in a fast-paced, dynamic and highly energized environment.
-Excellent verbal and written communication skills.
-Strong problem-solving skills.
-Team player, with flexible and adaptable approach.
-Passionate about excellent customer service delivery
-Ability in navigating changes
